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Mother Dairy bags I.C.O.N.I.C IDC Insights Award for implementing IRMS
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Tuesday, 16 December, 2014, 08 : 00 AM [IST]
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Our Bureau, New Delhi
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fiogf49gjkf0d At a ceremony that took place in Hyderabad recently, Mother Dairy Fruit and Vegetable Pvt Ltd bagged the I.C.O.N.I.C IDC Insights Award 2014 in the retail and services vertical for the implementation of Project Integrated Response Management System (IRMS), a hosted contact centre technology and managed application solution.
It integrates the registration of service tickets into a single central system for all customers (be it consumers, farmers, trade partners or field equipment users) reaching out to Mother Dairy for any business information, feedback, suggestion or field equipment maintenance service.
The registered service ticket is auto-assigned and escalated to the concerned internal service team member and outsourced partner. This automation and customer-centric business process enables a quicker response in a productive and organised fashion to manage the target service levels.
Annie Mathew, Mother Dairy’s chief information officer (CIO), stated, “At Mother Dairy, we believe in a customer-centric universe, be it with regard to our range of products or the services we provide. Project IRMS has enhanced the visibility of customer feedback multifold.”
“This, in turn, has enabled us to take corrective measures and improve the service turnaround time and overall responsiveness of the organisation. The introduction and implementation of IRMS is another move on our part to provide better services to our customers,” she added.
IRMS’ implementation has enhanced customer retention and satisfaction by enabling central response management for all external touch points. It has enhanced the visibility of business information and analytics at an organisational level to identify the root cause, derive customer insights, identify key improvement areas and devise corrective measures.
Tarun Anand, general manager, information technology (IT), Mother Dairy, said, “It is a pleasure to be honoured at the I.C.O.N.I.C IDC Insights Award 2014 for our technology innovation in the business, which operates in a complex space, handling such perishable products as milk and other dairy products, fruit, vegetables and edible oils.”
International Data Corporation (IDC) rolled out the I.C.O.N.I.C Insights Awards in India to commemorate 50 years of providing strategic insights to help clients achieve their key business objectives. This was the first time the country was hosting the event.
The awards honour business and IT leaders who have envisaged, conceptualised, and executed an IT/technology implementation that has brought about tangible results for their organisations.
The winners, after a rigorous evaluation process, were chosen independently, based on the votes of the jury and validation of the jury’s chairperson.
Jaideep Mehta, managing director, South Asia, IDC added, “We are definitely seeing an uptrend in technology adoption across industries this year. The provision of basic IT services is a given, and the challenge now is to deliver to innovation expectations.”
“Meanwhile, CIO face unprecedented challenges in the current times. On one hand, technology disruptions buffer them, and on the other, there are increasing interventions and independent purchasing decisions made by business leaders, which increase the complexity,” he added.
“Through the Insights Awards, we aim to recognise those who can exploit this adversity and convert it into an opportunity,” Mehta stated.
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