"It was not difficult to allow our support functions to ‘Work-from-Home’."

By VARINDIA - 2020-07-30

"It was not difficult to allow our support functions to ‘Work-from-Home’."

Sanjeev Agarwal, VP & Head - Customer Operations, ONEOTT iNTERTAINMENT LTD (OIL)

 

ONEOTT iNTERTAINMENT LTD. (OIL) was able to face the initial brunt of spikes in internet usage when the Lockdown began. However, we realize that a good service experience is paramount, and we had to scale as per the increased traffic requirements.


We have Network insights & analytics solutions being pitched by various OEMs which will allow us to turn Network Data into Actionable Insights to improve our service experience resulting in segmented offerings and lower attrition rates.OIL falls under the essential services category and as such we have colleagues who are in the field 24 x 7 servicing the customer needs. We also have our colleagues in business support functions, who are not required to come to office or visit the customer’s place but play a crucial role in keeping the flag of Customer Responsiveness flying.


We trust our employees and hence it was not difficult for us to allow our support functions to ‘Work-from-Home’. On the technology front, we had subscribed to G-Suite services and this crisis made us realize the true potential of this office productivity suite. Happy to say that Gmail, Drive, Calendar, Docs and Meet have transformed the way we work. All our meetings happen over Google Meet, even our National Sales Meets with over a 100 + participants are happening over Meet. This has improved our productivity, strengthened employee engagement and kept the morale of WFH warriors intact.
Our Call Center colleagues are running Voice, Email and Chat processes remotely.For the employees, it has taken out the uncertainness about their work future.


OIL has upgraded its website functionality to enable prospects to find out whether OneGigaFiber is available in their buildings.This is enabled for Mumbai right now and we will extend it across all cities.


We are also looking to minimize the need for physical interaction between our Staff and customers. We are modifying our CRMs to have an online web capture of the fields & documents required to process the customer order. This is in the works as well.”


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