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Case Study

Amber Enterprises

Case Study

Amber Enterprises India Ltd is a prominent solution provider for HVAC Industry in India. It has a dominant presence in RACs complete built unit and major RAC components with 27 manufacturing facilities across India focusing in on different product segments. Company has made several acquisitions in the past decade. Its subsidiaries include Iljin Electronics, Ever Electronics, PICL, Sidwal Refrigeration and few more. Amber Enterprises also makes room ACs for eight of the top ten AC companies, and its clients include Voltas, Panasonic, Blue Star, Daikin, Hitachi and more.

Project Highlights, Objectives & Value Delivered

01

Project Overview

With over 2000 employees located across 20 offices and factories, a centralized IT ticketing system was need of the hour for Amber Enterprises. The process of sending out IT requests over email and whatsapp was outdated and the client approached us to develop an autonomous ticketing portal for them.

02

Objective

We proposed to start the process by carrying out an FRD (Functional Requirement Document) and then move to development of the portal with the host of features:


  • Ticket automation

  • SLA (Service Level Agreement) status information

  • Ticket tags

  • Customizable ticket templates

  • Individual and Location wise ticket queues

  • Customizable ticket status options

  • Public and private actions on ticket

  • Asset Management

  • License Management

  • Email Notifications

  • Personalized ticket pages by customer

  • Related Tickets

  • Ticket deflection

  • People Directory

  • Firm Calendars

03

Deliverables

The user-friendly cloud solution with ease of customization has been delivered with great features for managing incidents within the company. Over 1250 tickets raised in the first quarter of the launch, with SLA not breaching by 16 hours for 85% tickets. The portal was run on AWS server with cloud computing at 99.87% uptime. The turnaround time for resolutions shortened by 8 hours on an average. From reporting, auditing, and communication amongst the IT team, it became highly visible and improved their efficiency.