Denaves work model involves extensive use of technology. This ensures unmatched effectiveness of programs as well as the efficient use of resources deployed. The technology framework gets upgraded and enhanced continuously with our dedicated in-house technology and knowledge services division.
Workflow
Automation
Denave has built technology tools to improve workflow management that allow them to improve efficacy in their operations and benefit the customer. Over the years, we have built a huge knowledge base enabling us to automate processes that reduces time to reach out to customers clients.
Denave has built over 20 standardized tools that helps customers get an insight on a dashboard of their activities with us. We have automated nearly 70% of our processes, which is customizable, that brings down the cost of operations, and benefit the return on investment for our customer. Denave uses these workflow processes to be more efficient in their delivery of projects and be ahead of the competition and finally ensure the customers benefit from our processes and investment in technology.
Denave's Workflow Management Framework(WMF) is a platform to enable the creation of web-based process automation tools.WMF is currently being used by our sales personnel for customer profiling, lead management and daily activity reports on behalf of various clients, while also being flexible enough to cater to every client who requires a specific set of data points to be captured, which can then be utilized for their sales strategy going forward. Denave has also utilized the power of WMF to automate many of its own internal processes.
Denave Learning Centre: A knowledge repository tool based on an open Moodle platform is utilized for training and assessing work force. Each employee is provided a unique login ID to view contents related to his domain and active project. Our HR and training division use this platform to conduct training programs to enhance employee skills. Training and Assessments are conducted regularly.
HR and Recruitment: A suite of custom built applications are used for HR and Recruitment teams. This streamlines their repetitive work. This suite includes a Personal Information System, a Personnel File Management and Offer Letter applications.
Moreover, there is also a suite of custom built applications are used to ensure tracking of support requests by employees. This suite includes Complaint Management System and Grievance Management System for IT, Infra and human resource (HR) support.
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CRM tools:Our technology services division creates custom CRM tools for various client programs. This enables on line reporting of work for field force as well as tele- calling engine. Online reporting of work is done using web enabled applications. Web applications are created based on our in-house developed framework, which allows standard work flow management. The web enabled applications are customized based on program and clients need. .
Tselina Mobile Application:The CRM tools are supplemented with Tselina Mobile application, which allows reporting real-time. In addition, it helps in ensuring data authenticity with help of GPS and photograph evidence.
Auto-Dialler:
Our domestic and international call centres are enabled with CRM integrated automated dialler to ensure maximum productivity and effectiveness of tele- calling programs. All calls are randomly checked by audit teams in real time as well as offline.
Top managements support and continuous investment in technology enabled solutions allow our workforce to be competitive, organized and perform challenging tasks. Our commitment to excellence ensures team work, agility and an open reporting environment for management and clients.
Tselina
The Tselina mobile application is based on the J2ME platform. Tselina is built upon a solid extensible design, which can be utilized for real time data collection and reporting. The Tselina application utilizes various technologies like Camera, GPS, and GPRS which are inbuilt in the mobile handsets. The real time data captured with photo and location evidence ensures a strong platform for any process.
Tselina Platform:
The Tselina platforms design is generic and hence, can be adapted in many real time data collection needs. The Denave team and client management get various consolidated and real time reports for monitoring and tracking the programs.
Tselina Technical Architecture Diagram
Major Tselina Advantages
1. Real Time Reporting
Enables real time reporting as and when event happens in comparison with offline reporting at end of the day.
2. Data Authenticity
Location and timestamp data. This, along with data collected from field executives reports, enables checking/audit of data authenticity easily.
Sending photographs along with the data report further enhances authenticity of reporting. (Photographs once sent to server are deleted from handset and cannot be reused.)
3. Cost Savings provided in terms of low cost of infrastructure used.
7K mobile handset in comparison with 25K laptop
Sending photographs along with the data report further enhances authenticity of reporting. (Photographs once sent to server are deleted from handset and cannot be reused.)
2. Operations Management Support
Reporting using Live Excel connected with database server
Email notifications to monitor the usage as well as Target vs. Achievement
User Management and detailed data reports from online portal.
Project Implementation
Denave has utilized this platform to enable various projects.
Project
Usage
MS WWW7
FOS (Feet On Street) sends information regarding training done and various product funnels using Tselina mobile. FOS are located across India in most of the cities.
HP SEA
FOS (Feet On Street) sends information regarding Partners stock and expected purchases of Printer hardware and supplies. FOS are located across Malaysia in most of the cities
Lenovo
FOS (Feet On Street) sends information regarding Partners stock, Sell in and Sell thru. FOS is located across India in most of the cities.
Videocon
Denaves Visual Merchandizing team used the application to send merchandizing deployment evidence real time from the field.
BrandSense
Brand Sense team executives collected data and branding deployment evidence from the field. Brand Sense did a pilot on Mumbai and Delhi/NCR stores.
MSG Events
Denaves MSG Team sends information regarding organized promotional events for the clients. These promotional events are conducted at various places like malls, hotels or as road shows. MSG Team is located across India and serves multiple clients.
NDTV Campaign
MSG Team executed geo tagging program for NDTVs HOMP (Highway on My Plate) program to provide geo locations of famous eating joints on highways across India.
Aircel Sales Force Management Campaign
Denaves team used Tselina to capture ISP attendance and Stores photograph. This Mobile interface along with web application was used to capture sales data of prepaid and post-paid SIMS.
Third Eye Gurgaon Traffic Violations
Under Corporate Social Responsibility, Denave provided Tselina software to the Gurgaon Traffic Police. This project, named Third Eye, was covered across major newspapers. In this program, Gurgaon traffic constables utilized Tselina to capture traffic violations real time with picture and geo-tagging. The back end team used the evidence to generate challans and send them to violators addresses using RTO data. Third Eye project was shortlisted and added to eGovernance Best practices http://indiagovernance.gov.in/bestpractices.php?id=1130
The mobile module requires a mobile supporting J2ME platform. This module is responsible for displaying the data collection form, clicking photographs and stating GPS coordinates. After capturing the required information, the Tselina mobile stores this information in the mobiles memory. This information is then sent to the server after establishing connection through GPRS. The information, sent to the server, is in compressed format to optimize on GPRS bandwidth. After getting saved on the servers database, the information is automatically deleted from the mobile handset.
The Tselina mobile communicates with the server using a background thread. This enables the user to continue work in the Tselina application while data is being sent to the server.
The Tselina mobile application has various features to enable faster support
1. Allows user to check status:
Number of forms pending on mobile
Number of forms sent to server
2. Allows user to do a GPRS test to troubleshoot any communications issues 3. Displays GPS indicator in various colours to indicate availability of GPS at a certain location 4. Allows application to download updates. Reconfigures and refreshes meta data and reference data over the air (OTA).
Web Application Portal
Web application portal module enables administrators and back end executives to perform work on data captured using mobile handsets.For GTV, back end executives are able to review data sent by traffic constables from field and issue challans. Once necessary work is performed on data, data is removed from Users work queue.
For administrators, various functions such as User Administration, data export as well as usage reports are supported.
Installation Link
All applications created on Tselina platform are available for download from an installation link. This link is maintained by Denave and is updated upon creation of any new implementation.
Installation is done by downloading software Over the Air (OTA).
Support Features
Various features implemented in Tselina platform allow quick trouble shooting and support for the field resources.
1) GPRS Test feature
2) GPS color indicator
3) Information of no. of forms uploaded and forms pending on mobile
Tselina Operation Management Support
Tselina application supports backend operations management team with various scheduled reports sent thru daily email notifications, online web reports as well as connected Excel reports.
Daily Emails to Program management on Tracking Reports
Daily emails are sent to program management w.r.t. usage of tool by various resources in the field. Usage Numbers are reported for the previous day as well as month till date.
Weekly Snapshot email on Target vs. Achievement
Resource wise Target vs. achievement report is generated and sent asan email to program management helping them in day-to-day operation controls and improvements.
Online portal for Campaign Management & Detailed Data Reports
There is an online portal to manage campaign, manage users as well as manage assignment of customer / partner data to field force.
Clicking on Show on Google Map displays users exact location of data capture.
Connected / Live Excel reports
Excel report connected to database server fetches data in real time and display various statistics to program manager on Target vs Achievement as well as on detailed reports submitted by field resources.
Auto-Dialler
Auto-Dialler is a single box contact center solution suited for international and domestic inbound, outbound and blended calling. Features such as ACD, IVR, Predictive Dialer (includes Progressive, Preview and Manual dialing facilities), Voice Logger, and MIS Reporting are all built into one single box. Domestic and international call center boxes are enabled with CRM integrated automated dialers to ensure maximum productivity and effective tele-calling programs. Tele-calling activities can be audited in real-time (live call barge-in) and offline by verifying recordings. Auto-Diallers user interface also enables team leads and call center managers to view productivity reports in real time. It eliminates the additional cost of a media gateway in case of international environment as the PRI terminates on the server itself.
It is a software-only solution which uses standard off-the-shelf servers (IBM/ HP/Dell /Others) and open-standard Telephony Cards (for PRI/ Analog lines). Its Linux based custom kernel is optimized for telephony operations and extracting maximum performance from the hardware.
The solution doesn't require any additional Server OS or Database licenses as it has Web based administration and agent interfaces. Web based agent interfaces do not require any software installation on agents machines, thereby providing flexibility to use any operating system (Linux/ Windows) and savings in terms of licensing costs.
The main features of Auto-Dialler are:
Full-featured Call Center in a single box
Powerful ACD with Skill based Call Routing
State-of-the-art Predictive Dialer
Support for Call Barge-in
Quality Reports
ACD/ CRM/ IVR and Conference Reports (over 50 standard reports)
Basic CRM
GUI Interface to Customize CRM and IVR
TDM and SIP support on the same box
Capable of handling up to 150-180 blended agents on a single box
100% Call Recording / Voice Logging
Inbuilt IVR
Third Party ASR/ TTS
Email/ SMS Integration
Support for Soft phones/ Hard IP Phones or Analog Phones
Browser based Agent Interface
In-built Echo Cancellation
In-built FTP backup facility for configuration and voice logs
Web based Administration
Agent Training Module
Can be extended to handle any other custom requirement
