Warranty and AMC administration

All Diesel Gensets under maintenance contract or warranty were added to the Simply C2 customer database. Simply C2 allows tracking of warranty and AMC by equipment serial number.

Equipment locations are mapped to the “sites” – by GPS co-ordinates, useful as many of the installations are in remote locations – without a proper postal address.

Customer portal and mobile app

Breakdown and Preventive Maintenance tickets logging to assignment and closure. Customers could log complaints through the Simply C2 app or a specially designed customer portal. This allowed complete visibility to the progress of the tickets.

Tickets were assigned to the engineer who managed the territory.

If the assigned engineer was absent or overloaded, the ticket could be re-assigned.

Stock movement logistics

A service operation of 800 service technicians pan-India can’t function without efficient availability of spares at all levels.

We configured Simply C2 for Diesel Genset Maintenance such that the central warehouse was responsible for procurement and stocking. Users at all levels could indent for spares on need basis or also stock locally.

At any given point of time, you had complete visibility of spares stock across the country- by part number and quantity.

We customized the dashboard for specific requirements of Diesel Genset Maintenance. Other than the standard service reports, we provided custom reports for all aspects of their service operations.

We configured alerts and system notifications for the impending contract expiry. We also pushed estimates and invoices through Simply C2.

These made the system transparent and interactive.

Clear visibility in operational metrics

Simply C2 gave them clear visibility into which equipment were prone to frequent breakdowns and what more, they could access the entire service history in one glance.

So, it was easier to plan for overhauls and periodic services. Scheduled maintenance reduced the incidents of breakdowns. Overall spares consumption also fell steadily.

Instant notifications, alerts and escalations

Due to instant assignments and alerts, the technicians not only knew that they had to attend to a ticket but also some tickets were more critical than others.

Simply C2 mobile app allowed them to see the direction and distance to the site they were going to thus the technicians could plan their day better. Team performance and individual performance could be measured and compared on metrics.

Previously reconciliation of physical stock and “system stock” used to take weeks. Now it is a day’s job. Customer could see current stock levels at central warehouse, shipped/ in-transit, received by technician and used in repairs.

Focus can be on reducing wastage and stocking levels because now we had data on high velocity parts and those that do not move. We could then decide on appropriate stocking levels and free up working capital.

Zero revenue leakage, enhanced AMC renewal

Simply C2 tracked each equipment by serial number and mapped the warranty or AMC with appropriate service delivery to it. This ensured no case of customers getting free service. All services were billed, itemwise. This enhanced end-customer confidence in the services.

Simply C2 generated reports every month on the contracts expiring every month so that our customer could send out proposals for Diesel Genset Maintenance contract renewal. This helped in much higher rate of AMC renewals.