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.