GIG Model Case Study

HCL Comnet (India)

HCL Comnet equip field teams with Real Time Data and reduce Manual Processes
  • Fixed to Variable cost PNL
  • Improved SLA from 88% to 96%
  • 66% Optimisation in Fixed team
HCL Comnet Challenges (V-SAT and Lease-line operations)

Dispatching engineers was extremely time consuming and manual. Dispatchers had to toggle between engineer’s availability, skill set and location to understand who to assign to each case. No visibility into large Pan India operations.

MyMobiForce (MMF) Solution
  • Automatically assign incoming cases to the right engineer based on availability, location and skill set.
  • Visibility into service and Customer data via mobile device to ensure all the work is completed.
  • MyMobiForce service marketplace helped to spread to 150 cities in 3 months.

Reduced dispatching times by 40% on 30k dispatches monthly. Project cost moved from fixed to flexible due to shift to gig model. Dispatchers were able to identify the right size workforce reducing engineers in some areas and increasing in others.

VSAT and Lease Line Operations
  • Industry : IT Infra
  • Region: APAC