Building Trust Through Tech: Aakash Aqua Tech’s Service Innovation Journey
For Aakash Aqua Tech Pvt. Ltd., which is one of the top RO water purification systems suppliers in the market, one very important criterion in water purification is customer care, for all purposes, as much as pure water is important. However, post-sale high-level service proved to be a growing challenge. But notwithstanding their hold over the market, they continued suffering inefficiencies within their internal systems manifestly based on outdated manual processes. Lack of follow-ups and visibility coupled with dissatisfaction were defining features. Without doubt, to sustain their confidence and scale well, they must undergo an overhaul in digitization. The Challenge: Service tracking failed follow-ups. Delayed data entry, with poor record accuracy. No GPS tracking leading to much lowered accountability in field operations. No dashboards, thus management's decisions are reactive. Shared logins per user, compromising data security and defining roles....