Enabling SOP Adherence, Enhancing Customer Experience, and Improving Employee Productivity
Indian Railways is the largest railways network to be operated by a single government and is the world’s third largest network with a total length of 78,610 miles. The Indian Railways is one of the largest catering companies in the globe with 20 million registered users and total assets of $460 million. The Indian Railways used to serve nearly 1.1 million meals every day pre-pandemic.
The Indian Railways wanted to introduce a technology-based solution that would help maintain hygiene standards, ensure SOP adherence in the kitchens and contribute to enhancing the customer experience.
The Indian Railways was able to increase compliance to their internal SOPs, reduce the cost involved in manually overseeing the adherence to prescribed norms, improve employee productivity, and increase customer satisfaction.
23 million passengers travel by the Indian Railways every day. The extensive operations of the railway network coupled with the need to deliver a high-quality experience to every user made it difficult to identify and mitigate inefficiencies in kitchen operations. This led to significant service time delays, resulting in a low-quality customer experience.
The Indian Railways was looking for products that could help them:
Get better insights and visibility into their business operations
Enhance customer experience
Boost productivity of their workforce
Ensure compliance with internal SOP's
Improve hygiene standards across all their kitchens
They were keen on deploying the latest technology to achieve their goals. With these priorities in mind, they chose to work with Wobot.ai due to our expertise in delivering accurate and actionable insights from existing CCTV cameras.
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Wobot.ai onboarded its existing CCTV cameras onto its platform and helped the Indian Railways set up relevant AI tasks. The in-built workflow automation system raised tickets for the detection of process deviations. The tickets raised had to be closed by the kitchen supervisor within a defined turnaround time (TAT).
The AI tasks configured on their cameras, helped them detect:
Compliance of Mopping activity
People not wearing the right Headgear
Absence of Gloves when preparing food
Absence / Improper usage of Facemask
Workstation sanitization compliance
The insights and tickets raised helped the Indian Railways reduce costs associated with ensuring SOP adherence and compliance by $60 per employee, per annum.
The AI-powered system helped reduce the effort involved in manually ensuring SOP adherence and helped employees focus on more critical tasks. Employee productivity increased by 5- 10 %, across kitchens.
Wobot.ai made it possible for the client to track trends across timelines, compare the performance of various locations on hygiene and food safety metrics, and helped them better manage kitchen functions. The improved hygiene standards led to an increase in customer satisfaction and customer complaints dropped by a whopping 50 % according to Twitter Sentiment Analysis.