"It was a major challenge to bring together all activities into one centralized system, and work in consonance," he adds. "For this platform to be an effective customer-service-friendly application, process innovation and change management played a major role."

He also watched out carefully for any changes. Any modifications to infrastructure he says has to follow a change management process. "This is very useful," he says, "any change that is raised is analyzed before it is approved."

The Rs. 1.8 crore (US$387,320) spent on the platform, which went live in January 2008, has been already recovered says Ramadas. Services are available continuously and the team now has multiple parameters to watch out for. Take for instance how his team does a monthly analysis of the top-five contributors to disruptions in order to resolve them faster. The new system also allows remote access support and all critical devices are monitored in real time. The culture of working in silos is also discouraged and this adds to the productivity of processes leading to enhanced process capabilities.