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Goal: Increased Profitability KPI: Capital SLA. All incident details are similarly recorded through
Costs per ft² of FLOOR AREA on mobile, providing irrefutable proof of service. With
reduced end-user complaints comes a decrease in
Another example of digital efficiency comes churn and total customer satisfaction.
from measuring average hours per work order.
Management can see which individuals and which Conclusion
teams are performing best. For example, with greater
accountability and additional focussed training, it has Again, Digital Transformation’s essence is the
been seen that average labour hours per HVAC work convergence of three essential elements: People,
order decrease from 4 hours to 3.2 hours, resulting in a Processes and Technology. Technology can and should
19% productivity gain. be leveraged to deliver further transparency and
accountability to people and ensure processes are
Goal: Service Excellence Consistency. KPI: streamlined and adhered to.
% Number of End User Complaints

Service excellence is a crucial driver of customer
retention and increased profitability.

Managers need to ensure that each service team
member performs to the same standard and follows Author
the same processes. Compliance in this regard has
become much more feasible through technology by
using mobile workflow apps. These intuitive mobile Retd. Col. Anurodh Mishra
apps guide service teams through the elements of a Associate Vice President
service visit workflow, ensuring consistency each time. Tata Consulting Engineers Limited (TCE)
Mobile technology plays a significant part in ensuring
that all incidents are attended to within the agreed

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