Titan revolutionizes their
supply-chain efficiency and webenabled effective Customer
Care in no time through .NET
Profile
Titan is among the premier watch manufacturing companies
in India. The watches are marketed under the 'Titan' and the
'Sonata' brand names, and they hold a 25% share of the total
Indian market for watches.
Titan has sold over 50 million watches in over 40 countries,
and the company is the sixth largest manufacturer brand in
the world. It operates one of the world's largest chains of
exclusive, up-market watch and jewelry retail stores.
Customer Situation
Titan has three manufacturing units at Hosur, Dehradun
and Ooty, a Corporate Office at Bangalore, four Regional
Offices, and 32 Carrying and Forwarding Agents across
the country. The customer service network spans across
36 Authorized Distributors, 13 company-owned Service
Centers, 62 Watch-Care Centers, and 600 Authorized Service
Centers.
Around 73 of the service outlets were running a Customer
Service Information System (CSIS) that captures, records,
and tracks closure of customer complaints. However,
the process involved manual entries, leading to ineffective
analysis, and inefficient utilization of time.
Titan wanted to reiterate its focus on service and
quality across its supply chain, the distributor networks
and retailers. Hence, they decided to initiate a project
that web-enabled real-time information flow. |
 This
initiative has been a win-win for both Titan and
the servicing partners. The website provides an
online platform for exchange of data and information
ensuring that neither the Titan management nor
our distribution partners work in the dark. Updated
and accurate information helps better decision
making. 
N. Kailashnathan
CIO
Titan
www.titanworld.com |
|
|
| |
Using
the .NET framework helped increase productivity
and this was a very important factor since we
had a development phase that lasted only 7 weeks.
.NET helped us build reusable components that
not only helped reduce programming effort but
has also helped us to add to Wipro's reusable
components library. Since we could leverage the
NET framework for most system level functionality,
we could focus more on business logic than on
system level plumbing.
Swapnila Khatkale
Program Manager
Wipro Infotech
www.wipro.co.in |
|
Solution
Titan reached out to Wipro Infotech with the idea of
web-enabling a complex supply chain network in a robust
and scalable fashion.
A primary criteria was to ensure that the development
platform selected would protect the investment well
into the future.
Wipro designed and implemented the solution on .NET,
a robust development platform that enabled seamless
integration with heterogeneous applications and databases
without having to modify existing applications. |
Benefits
The web solution has password and authorization-levels that
determine the depth of access to various entities within the
organization.
It enables revenue report generation from each Service Center
that services different watch models. The solution also tracks
the cost of parts used in guarantee replacements. Reports
from Manufacturing, Service, Post-Service, and Finance are
integrated with the backend manufacturing systems in order
to track process discrepancies and variations, and take corrective
action as required. Customers can log on to the system, check
the status of their requests, and give feedback on the repairs,
as well as the outlets.
The website also hosts periodic tests for watch technicians,
apart from bulletin content on taxation, market news, product
launches, and policies.
Partner: Wipro Infotech |
