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VOICE OVER: In an era where strategic deployment of intelligent ICT can mean the difference
between growth or decline, Telstra invited Bytecraft to take part in an ICT productivity
diagnostic engagement. The results of the diagnostic saw a number of improvements to
Bytecraft's processes and productivity, as well as workforce and customer engagement.
KEVIN SZEKELY: Bytecraft specialises in services for high transactional equipment such as a
point of sale terminal in a store, or a banking terminal. It was a very small business when
I joined it in 2001. There was seven employees and the company turned over only a couple
of million dollars. Today, it has 850 employees and turns over 120 million.
TREVOR STANFORD: The biggest challenge we've had is we've gone from broadly a one client
base with Tatts Group, through now having nearly a 150 odd clients and just the changes
and the diversity of systems required to manage that change has been quite significant.
KEVIN: Telstra has been instrumental in the growth over the last decade, in the provision
of a number of services and in good advice and working with us on developments of our
own systems technology and our own mobile communications.
VO: Bytecraft services transaction-intense industries. In addition, the market in which
it operates is extremely competitive. A decisive ICT strategy was going to help Bytecraft provision
services to its customers faster, more effectively and at the right price.
TREVOR: The majority of clients we service are very high up-time clients. They need their
equipment working very fast. KEVIN: And with all of our clients, we not
only have a very tight SLA requirement -- often a rectification of the repair of the equipment
within two hours -- but there are generally penalties that are applied and so that if
we don't perform, um we're penalized from a financial perspective.
TREVOR: Before we went with the new system, well, our biggest problem was that we were
running entirely on SMSs, which meant that everything was being sent to and from our
technicians was in code and very limited in flexibility. So when Telstra came on board,
we looked at productivity, connectivity and disaster recovery -- all of which they had
an impact, and all of which they assisted us in changing one way or another for the
betterment of the business. VO: Though an improved WAP interface on their
smart devices, Bytecraft's field technicians now have real-time access to information.
And, via BSuite, Bytecraft's Customer Service team are able to intelligently track and monitor
a job from start to finish -- which has seen vast improvements to productivity and customer
service. TREVOR: BSuite allows us to manage all of
our calls and all of the inventory that we have to manage those calls, and that's run
over the managed network that Telstra provides. Every piece of information we could possibly
give the technicians is now available on their handheld devices.
Feedback from staff has been amazing, they now feel like they've got control of what
they need to do, -- it's allowed them a lot more freedom to achieve first time fixes that
we didn't have before. STEVE KWAS: With the new web-based application
because it's a graphical user interface, it's quicker to use because you're not
having to type something in manually every time.
You can update a job within a matter of a, a couple of minutes and no-one else has to
worry about it. Um, it's all done by the tech in the field, on the run
KEVIN: Our technicians gain roughly an hour a day of extra productivity.
TREVOR: And if you do the maths on that, that's about 175 thousand man-hours gained a year,
which is a big saving for us. VO: Telstra is committed to supporting businesses
like Bytecraft achieve their business goals through ongoing ICT collaboration.
KEVIN: Telstra has been willing to invest in our growth, invest in our innovation and
find ways in which its services could assist us. The vision for Bytecraft is to become
a larger player in the technology services industry. To do that, we need to continue
to innovate, we need to continue to provide value-add for our customers and be seen to
be a market leader in the provision of the services, um that we deliver. It's critical
for us therefore to have a provider that is also innovative, that can actually provide
the support and the infrastructure on a reliable basis that we require to achieve that objective.