Rupesh Nain, CIO at JCB India, is a passionate, motivated, and resilient business technology leader with over 20 years of experience in the enterprise IT. Nain’s forte lies in creating and articulating strategy, planning and execution, and delivering business value through the innovative use of IT. He is also proficient in governance, digitalization, change management, risk management, M&A transition, and customer centricity.
JCB India was looking to enable its dealers, and sales and service management to track and monitor performance of their executives, provide complete control and visibility of the overall operations, and deliver enhanced customer service.
Smart Serve, JCB’s Field Force Automation mobile app is smart operation app connecting their sales force with the intensive service network. This enables JCB to deliver higher customer experience. This is used for lead management, route planning and service optimization.
The salient features include capture/ lead generation, follow-up/ track lead, service call, locate your engineer, on-site photo uploading, message broadcasting, service visit report, instant customer feedback, engineer TA/ DA management, built-in expense and trip report, operator database and safety SOS button. This helps in faster response to customer, lead status dashboard, service call dashboard, deliver enhanced customer service, efficiently generate sales and service leads and its management, expense management, control and transparency of operations.