Luminous Power Technologies is digitising every aspect of its operations and is all set to create new revenue streams through digital transformation
CHANDER KHANDUJA
LUMINOUS POWER TECHNOLOGIES
Smart manufacturing creates huge operational efficiencies for the company. We are planning to create a new line of business with the help of IoT where it will be able to offer products as service in future.
When you have presence in 36 countries, with more than 60,000 channel partners and millions of customers, it is difficult to keep track of customer satisfaction, a must for any business yet a big challenge for everyone.
Luminous Power Technologies, one of the leading home electrical specialists in India, with a vast portfolio comprising power backup solutions such as home UPS, inverter batteries and solar applications to electrical offerings such as fans, wires and switches, had been facing a similar challenge.
Luminous has seven manufacturing units, more than 28 sales offices in India and presence in over 36 countries, 6,000 employees and serves more than 60,000 channel partners and millions of customers. To manage this vast operation, the company's India CIO Chander Khanduja embarked on an ambitious journey to digitise its products, processes and people. The first and perhaps the most important aspect was customer satisfaction measurement. “We integrated customer satisfaction management through a mobile app into our service CRM,” explains Khanduja.
Through the app, the company gets clear visibility of its services and capabilities each time its service representative meets a customer. Physical customer feedback form can often be tampered with due to which the customer may get frustrated while the company may feel otherwise.
To complement this, Khanduja introduced mobility sales force automation which further brought in transparency and made decision-making a lot easier for the management. The UPS-maker is now in the process of deploying internet of things in a way that it becomes a new revenue stream for the company and ushers in smartness into the entire manufacturing process. Luminous is already among the world's most focussed manufacturers of deep cycle flooded batteries with the company relentlessly focussing on process control and product testing, leading to swift improvement in life cycle and IoT acts as a catalyst to this effort.
How has he been able to successfully manage so many large projects? “Collaboration is the essence of any project. I try and create sponsors in business and departments to drive digitisation projects,” shares Khanduja, adding that the organisation will like to digitise products, digitise processes and digitise people in the long run.
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