Aditya Birla Group optimized their employee & IT support processes across their Domestic Textiles (DT) companies using ASISTA
Aditya Birla Grasim ventured into the textiles industry in 1949 by setting up Jaya Shree Textiles. Today, Jaya Shree Textiles is one of India’s leading linen and wool manufacturers selling its products in over 50 countries, spanning across six continents.
It has the only integrated linen factory in the country with state-of-the-art facilities with latest spinning, weaving and finishing systems from Switzerland and Italy, which makes their products unique and difficult to replicate. This also enables Jaya Shree Textiles to manufacture over 3000 different types of weaves, textures and blends, resulting in a textile revolution in India.
Aditya Birla Group is driven by the common goal of making their workplace a source of creativity, innovation, and self-fulfillment for their employees.
Aditya Birla’s Domestic Textile (DT) division includes multiple textile companies that already had an application to handle employee end-user support. DT was looking for:
- A better solution with highly customisable capabilities, flexibility to add more functional features and ready to replace existing solution for better efficiency.
- A specific way of capturing employees’ feedback via CSAT
(Employee Satisfaction Survey), and analysing it. For DT,
employee satisfaction was important while resolving/ or fulfilling employee’s requests.
- An intelligent routing of their calls across their different locations and escalation when SLA is nearing breach or breached.
- Requirements on Employee ASSET management with discovery of assets and minimum spare maintenance by their managed service providers.