Digital Transformation
Tata
Every internal request at Tata Realty now has an owner and a clock
- Real Estate & Infrastructure
- India
- Asia Pacific
- 100%
- Internal requests captured against an SLA
- 1
- System of record, where there was email
Tata Sons set up Tata Realty and Infrastructure Limited (TRIL) to grow the group's real estate business. Internal support ran on email and phone calls, so nobody could say what had been raised or whether it was ever fixed.
What we did
Before designing anything, we traced how requests got escalated in practice. The platform routes each ticket by area and priority and starts its SLA clock the moment it arrives. Recurring questions go to a knowledge base first. Department heads see resolution time and backlog for their own teams.
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