TCS, Zinier roll-out field service automation solution

Information technology (IT) services firm Tata Consultancy Services (TCS) has partnered with artificial intelligence (AI)-based automation firm Zinier to empower field service teams.

Mumbai-based TCS said that the solution on the Zinier platform will quickly adapt to unexpected disruptions to essential workforces and services during the pandemic. Touchless service delivery has seen growth in the last few months as automation helps workers quickly resolve issues. 

The country's largest software exporter TCS said that it will leverage its domain knowledge across industries and understanding of critical industry processes and field service components, to build an AI-driven field service automation solution on Zinier’s ISAC platform.  

According to TCS, from back-office coordinators to field technicians, several teams have helped companies function efficiently during the pandemic. This has forced field service and IT leaders to quickly implement contingency plans to optimise workforces. The solution could be implemented across critical service industries such as utilities, telecommunications and manufacturing, with a scalable approach.

“Covid-19 has reinforced the need for organisations to look beyond their traditional field service operations and adopt ways to stay resilient by means of intelligent technologies as the economy adjusts to this new, remote way of doing business,” Anil Pai, global head for digital field service management, at enterprise application services at TCS, said.  

TCS said that the solution automates routine, manual processes, helping teams complete their tasks faster. The company said that the intuitive dashboard empowers executives to track real-time progress and drive improvements while also helping enforce and verify PPE, as well as new onsite protocols for mobile workforces.

“Historically, field service organizations have been slowed down by legacy systems and manual processes and this is not acceptable, especially in the new normal in the field. Enterprises must support their field service teams with the tools to get work done smarter and more safely so that they can not only survive but also thrive through unexpected workforce disruptions,” Arka Dhar, co-founder and CEO, Zinier, said.

The field service automation solution enables flexibility in scheduling and dispatching to factor in social distancing and safety precautions while allowing customers to effectively deploy an on-demand workforce, including new subcontractors, the media statement said.

TCS and Zinier had announced a partnership last year for TCS field service lab and experience centre to showcase digital solutions and capabilities to its customers.

TCS had reported a 13.8% decrease in quarterly profit in the first quarter of FY 2020-21 as the Covid-19 pandemic eroded revenue across verticals. The company had performed worse than analyst expectations, with a 6% decline in revenue in constant currency during the first quarter ended June of the financial year 2020-21.

Headquartered in San Mateo, Zinier automates the management of the organisation’s operations, from the back office all the way to the field. Last year, it raised about $22 million in a Series B funding round.