The sudden outbreak of COVID-19 pandemic around the world today has caused widespread disruption in businesses. As number of positive cases rises, organizations are trying to take measures for effective damage-control. The great economic slowdown in India coupled with the spread of the novel coronavirus has resulted in fewer people venturing out and spending, leading to businesses taking extra measures to ensure their safety. One of the most renowned restaurant aggregators and food delivery start-ups has left no stone unturned to cater to its customers by first stressing on the safety of its employees and delivery staff for it believes in safety first, duty next.

    Client Challenge

    While delivery personnel were strictly asked to take maximum preventive measures, customer service agents of this company were made to work from home.

    1
    Sudden transition to WFH
    2
    Large CS workforce to be enabled
    3
    Extremely short timeline

    This was when JindalX took the lead and executed a well-defined plan that aided in smooth transitioning of its workforce within a span of just 5-6 working days.

    JindalX Approach

    JindalX Operations Team at the forefront

    JindalX Operations team identified agents associated with all critical lines of businesses across different working sites. They were then categorized into Employees who owned desktops/laptops, along with internet connectivity at home and Employees who didn’t.

    Orders for desktops/ laptops were placed accordingly and documents on code of conduct and training were prepared simultaneously. This process was accompanied by building of an assembly line comprising 4 departments, which included:

    1) Training: educating agents on Work-from-home best practices, do’s and don’ts etc.

    2) HR: aligning agents to be accountable for the assets handed over to them by signing of a declaration form.

    3) IT: installing all necessary applications and configuring laptops/ desktops for smooth operations at home

    4) Admin: issuing relevant passes after taking cognizance of agents’ preparedness for working from home

    The Operations team sponsored last mile connectivity for agents to ferry them and the hardware to their respective destinations.

    JindalX IT team at the forefront

    The IT team created 4 task forces with their targets outlined – to install all requisite applications and configure VPN on 2000+ systems across sites and have them tested. Hence, began the testing phase in which home was virtually treated as reality in offices wherein agents had to test operating on their systems for half hour to one hour.

    The IT team worked 12 hour days, considering every single feedback to evolve and improve technologies. Furthermore, redundancies were created for each process at the following levels:

    a) VPN: CheckPoint and AnyConnect

    b) Dialer: Aspect and NGUCC

    c) Connectivity: Tata Connectivity and Airtel

    d) Site: Delhi, Gurugram, Noida and Bengaluru

    A call center was created as IT Helpdesk to spot issues, rectify and resolve them after employees began working from home. Data security was ensured through VPN and attendance of employees through login into VPN/ dialer.

    JindalX Advantage:
    Our value addition

    Best in class services:

    We gave absolute accuracy & optimum CX with up to 4 concurrent chats, we had the fastest response time with 24×7 support. Our Propensity engines provided for intelligent solutions and 90% First-Contact Resolution (FCR). Along with this we also provided Proactive social media interactions and end-to-end resolution to grievances to the client.

    B.I led Analytics: JX Tech-Pack:

    We provided our clients with real-time operational data which can be accessed from anywhere. The dashboard helped the client get insights, track the performance and make proactive decisions. Our JX tech-pack was provided to the clients free of cost.

    Management of the end-to-end outsourcing project:

    At JindalX We hold ourselves accountable for growth and success of our customers. Hence, we not only managed their hiring, training and execution, we also build CX enhancing strategies. These strategies were dynamic and flexible enough to accommodate any changes yet deliver results according to the benchmark.

    JindalX Advantage:
    Our value addition

    Best in class services:

    We gave absolute accuracy & optimum CX with up to 4 concurrent chats, we had the fastest response time with 24×7 support. Our Propensity engines provided for intelligent solutions and 90% First-Contact Resolution (FCR). Along with this we also provided Proactive social media interactions and end-to-end resolution to grievances to the client.

    B.I led Analytics: JX Tech-Pack:

    We provided our clients with real-time operational data which can be accessed from anywhere. The dashboard helped the client get insights, track the performance and make proactive decisions. Our JX tech-pack was provided to the clients free of cost.

    Management of the end-to-end outsourcing project:

    At JindalX We hold ourselves accountable for growth and success of our customers. Hence, we not only managed their hiring, training and execution, we also build CX enhancing strategies. These strategies were dynamic and flexible enough to accommodate any changes yet deliver results according to the benchmark.

    To get a free demo of our real-time 360˚ view dashboard, book an appointment or mail us at sales@jindalx.com