2 Tamal Chakravorty Ericsson India Chief Information Officer
IT Calling Field service management is the lifeline of any telecom operator. It is what keeps their service running and subscribers calling. To ensure that customers didn’t have to wait, Ericsson’s fault and repair department needed a system so that they stayed informed about problems on a reliable and speedy basis. Tamal Chakravorty, Chief Information Officer, Ericsson India, however, had one more challenge: he had to keep the system’s price down. Given the price constraints, Chakravorty decided to use a ticketing system that worked on e-mail and hand-helds. Trusting e-mail was a bold move, “Please understand that one miss, if one e-mail Vol/3 | ISSUE/21
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does not reach, if one handheld fails, it could cost thousands of subscribers in that locality,” says Chakravorty. Chakravorty and his team needed to ensure that the system they were building had no chinks. “There was a need to build a fool-proof system which would ensure 99.95 percent uptime and work seamlessly,” Chakravorty. He managed to complete the project under Rs 20 lakh and in 11 months. Thanks to his work, customer satisfaction ratings went up and the company saved between Rs 8 to Rs 10 lakh in the first year. CIO
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