Shivaji Chatterjee, Business Head, Enterprise Business, Hughes Communications India Limited
Coronavirus outbreak has put millions under lockdown and forced corporates to embrace remote work practices. Shivaji Chatterjee, Business Head, Enterprise Business, Hughes Communications India Limited shares how the company is trying to provide the best possible network experience during these testing times. Excerpts:
Please tell us about the initiatives taken by your company for business continuity while ensuring employee well-being during these challenging times?
Amidst the Covid-19 epidemic on one side and providing connectivity to essential national services of India, we are in a responsible position to deliver our services and help our customers to succeed and make use of complete digital technology. Our proactive approach of remote access drills for operation network maintenance in past has helped us to manage work desk at home. With limited presence of our engineers in the Hub facility our battalion of Engineers are tirelessly managing response to all customer calls and monitoring the sites uptime by accessing the internal CRMs and network monitoring sites. Availability of domain Laptops with Support staff is helping in managing the workflows and approvals. Representation to the local district government offices has helped and provided us the essential curfew passes for movement of limited number of Engineers in few areas. While maintenance mode is running well, the work has slowed down in new rollouts due to supply chain logistics, halt in production by backward integrated OEMs, service providers. It is remarkable that our Employees and partners are fully cooperating towards the call of duty.
What steps have you taken to ensure Work from Home? How are you ensuring collaboration amongst internal teams?
We are all in this situation of change and are at personal anguish considering the moments of worry to end and normalcy to come back – following measures of work connectivity have been adopted while we manage work from home.
What initiatives have you taken for smooth customer experience?
As half the world has been locked down by the pandemic, people are facing issues at their end to maintain connectivity. We, at Hughes are working hard to ensure that our customers are satisfied and does not face such issues amid these testing times. Fortunately, there are now a huge variety of tools and services available which we are leveraging at best for our customers.
To protect our ability to install and repair equipment and service our customers:
What would you define as key lessons from this crisis?
There has been a sudden surge in network usage which is putting burden on Mobile Network Operators (MNO) to augment capacity and provide relief from network congestion. Data demand has recorded a 10% surge as people are opting for remote workplaces. Being a Managed Service provider, we are in the business of connectivity ourselves. So, we are always prepared, up and running with 99.9% uptime– with our core network facing no network outages with multiple redundancies across geographies in place. This also helps in keeping customers who have had to WFH, free from worry about their business-critical applications. On the field support, it’s true that we are unable to work with the same efficiency as in normal conditions. Movement of our field teams is restricted, we are making up for this by online analytics and support, pinpointing the exact issues, but there are some delays.
In your view, what will be the impact of the pandemic on the overall business scenario and especially on your segment? What is your strategy to tackle the economic slowdown?
Across India and the world, the widespread panic of the Coronavirus outbreak has put millions under lockdown and forced Corporates to embrace remote work practices. We have to wait and see the total business impact in the coming quarters. The focus right now is to best use the network so as to provide the best possible network experience to our users to help them work with critical business applications
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