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Building Success in Service Excellence

by Clean India Journal Editor
0 comment
The transition to Tech

Anuj Rajain

Anuj Rajain: Both security and IFM were manpower-heavy industries. With cost per resource going up, efficiencies were bound to go down. I started brainstorming about what can be automated to make operations simpler and more cost-efficient. When we began, the project was more security-centric; I set up a command centre to centralise remote surveillance for prospective clients.

We create a dashboard where clients can access real-time, actionable data which they use to improve their processes and have a more quantifiable impact on what they deliver to their end-users.

I pitched to a large Indian university, where the Vice-Chancellor asked me just one question; not about my product but whether I belonged to his hometown! I didn’t have enough grey hair to be taken seriously, but even if someone more mature had pitched, they would have had a tough time.

In my first 10 pitches, no one was willing to take a leap of faith. I then asked clients to start small and let me work at one or two locations, and finally met some individuals who were forward-thinking and willing to take a risk. We only had four sites for the first eight months; they used the data to show their management that they should do more of this, and it worked.

Customising Solutions

In the West, people rely on off-the-shelf solutions for a majority of their problems. This may not work in India; some clients require more advanced solutions. I learnt early on that I cannot have a one-solution-fits-all strategy.

Typically, most client challenges can be addressed by a set of modules we have created. If not, we tweak them, enhance them and then roll out on a larger scale.

Impressing Clients

One client wouldn’t believe we could do what we were promising; once she came and saw our work, she said it reminded her of Tom Cruise’s film Minority Report, where technology predicts events! During Covid, when a client couldn’t visit us, I shared an active service dashboard with him as an example. He just looked at it and immediately said, I’m in!

Untapped Potential

We’ve just dipped our toes in all that’s possible. We are doing 5% of what we can offer; in five years, it will be 50%. The security segment has become mature; the FM industry will be the next big adopter of technology.

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