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Swap Management Process

Swap Management Process . Problem Statement and Solution. Problem Statement Tata Sky has over 7M boxes which is to be upgraded from MPEG2 to MPEG4 The cost of this Capex is well above INR 1000 crores

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Swap Management Process

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  1. Swap Management Process

  2. Problem Statement and Solution Problem Statement • Tata Sky has over 7M boxes which is to be upgraded from MPEG2 to MPEG4 • The cost of this Capex is well above INR 1000 crores • Every month delay in deployment of boxes cost the company 20 cr (@ 2% WACC - our understanding). • It is imperative to complete the swap of the boxes quickly and what took 4 + years to install now needs to be swapped in months ! Proposed Solution • InTarvo would like to propose a solution on End to End Swap management as a one time focused activity. • InTarvo will arrange to collect the new STB’s from the port of landing • InTarvo will distribute the STB’s to its field delivery locations. • inTarvo contact center to call each Tata sky customer and set up field visit. • inTarvo technicians will visit the customer premises and swap the STB. • Technician will deposit the old STB into InTarvo local collection hub. • Intarvo warehouse will collect the boxes and e-waste them in bulk • inTarvo contact center will do a closed loop feedback call to customer.

  3. Why is InTarvo capable of providing this service ? • Intarvo is the first and the largest STB repair & refurbishment facility in India based out of Noida. • Intarvo has a field services delivery force of greater than 1700 engineers spread across the country • InTarvo has done more complex migration assignments in the past ! • InTarvo has a 450 seater technical contact center in Noida. • Agents are multilingual and very familiar with STB processes. • Intarvo is the ONLY company in India which has: • Pan India field services presence. • Expertise in handling one time complex migration process. • Fully equipped and integrated contact center • Experienced in lifecycle management of STB’s. • Authorized e waste recycler. • All of the above are required to make this project a success !

  4. Swap Management – The 3C’s Connect  Collect  Comply Connect • Tata Sky to provide the database of customers to InTarvo • Intarvo contact center agents will call each customer and set up appointments • inTarvo contact center coordinators will assign the calls to field engineers Collect • inTarvo field engineers will visit customer homes with the new STB • Swap the boxes and collect the old STB. • Ensure the new MPEG4 transmission is activated • Send notification back to Tata Sky CRM confirming swap through sms. • Deposit the old STB in collection hubs. • Send the material to inTarvo warehouse for ultimate disposal. • Deactivate customer no from STB. Comply (e-waste ) • Segregate boxes, dismantle pelletize • Send boxes out of the country for e-waste disposal • License for e-waste export and tied up with Japanese conglomerate • Issue Certificate of Disposal / destruction in accordance with PCB norms

  5. Swap Management Collection Process BPCL – Repair product line

  6. Appendix BPCL – Repair product line

  7. India’s Leader in Services for Electronics Products • Marquee Client Base One Stop Solution in ILM1 Services • Over 16 years of experience in serving global clients including HP, IBM, Netgear, Hughes, AOC, TPV among others • Track record of cross sales and repeat business from several clients • India’s only integrated player in Lifecycle Management Services across high tech products with the capability to offer seamless services to OEMs and consumers • Presence in over 150 cities with 200 service centres, 2 repair & refurbishment centres and a 450 seat helpdesk centre • Revenue scalability potential backed by established network & skilled workforce • Recently launched Extended Warranty Services (EWS) • Leveraging existing capabilities to launch direct to consumer subscription-based tech support services • Extending its after market services and providing E-waste solutions Largest Industry Player Foray Into High Growth Segments • Service centric organization with part sales contributing to < 15% of revenue • Focus on quality and service delivery with a track record of highest ratings from customers Focus On Service Delivery

  8. Recognition Across Industry Platforms Most Promising 10 IMS Companies in India 2010 BPO Company of the Year, Domestic 2010 Technology Fast 50 India2007, 2008, 2009 & 2010 Technology Fast 500 APAC2007, 2008, 2009 & 2010 Best After Sales Service in IT2009, 2010, 2011 Quality Systems Certifications • ISO 9001:2008 (QMS - Quality Management System) ISO 14001:2004 (EMS - Environment Management System) • ISO 27001:2005 (ISMS - Information Security Management System) • OHSAS 18001:2007(Occupational Health & Safety Management Systems)

  9. Pan India Presence Srinagar Jammu Mandi Phagwara Shimla Amritsar Barnala Patiala Jullundhar Chandigarh Hamirpur Ludhiana Una Bhatinda Batala Dehradun Ambala Rewari Biwani Kaithal Karnal Panipat Sangrur Delhi Ghaziabad Faridabad Hissar Sri Ganganagar Noida Gurgaon Roorkee NCR Saharanpur Bikaner Meerut Alwar Haldwani Churu Jaipur Mukundgarh Lucknow Agra Siliguri Sikar Guwahati Barielliy Bharatpur Gorakhpur Ajmer Dimapur Gangapur Kanpur Dholpur Gwalior Jodhpur Darbhanga Katihar Imphal Agartala Muzaffarpur Bhilwara Jhansi Allahabad Silchar Udaipur Kota Varanasi Darbhanga Patna Midnapore Jamshedpur Bhopal Asansol Howrah Jabalpur Indore Ahmedabad Kolkata Ranchi Surat Nagpur Sambalpur Puri Raipur Nashik Berhampur Bhubaneshwar` Yavatmal Ahmednagar Cuttack Adilabad Thane Nizamabad Pune Mumbai Karimnagar Solapur Vizag Warangal Hyderabad Bagalkot Sangli Rajahmundry Nalgonda Mahbubnagar Vijayawada Belgaum Kurnool Guntur Panjim Ongole Margoa Hubli Nellore Tirupathi Bangalore Mangalore Chennai Vellore inTarvo centres (Owned & Partner) Pondicherry Mysore Cuddalore Salem Call Center Karaikal Erode Thanjavur Malappuram Trichy Kumbakonam Coimbatore Refurbishment Centers Madurai Kochi Kottayam Warehouses Thiruvananthapuram Nagercoil

  10. Technical Helpdesk Support Services • Customer Care & Technical Support Helpdesk involving Voice, E-mail and Web Chat customer queries : • Level 1 Customer Care • L2 / L3 Tech-Support Helpdesk • Integrated E-Mail, Live Chat & Web Support • Providing solutions to queries of Customer’s on PAN India basis • Technical Support for IT products & Communication Products • Remote Solutions Support • Warranty & Entitlements • Sales of Warranty extension packs • Complaint handling • Satisfaction Surveys

  11. Recycling Services • Authorized e-Waste recycler • Reverse Logistics • Auditing and Reporting • Reuse, Redeploy and Asset Value Recovery • Environmental compliance • Microsoft Certified refurbisher – Data wiping

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