A leading Indian pharmaceutical company, with a vast network of over 6,000+ stores nationwide, faced mounting challenges in managing its expansive branch infrastructure. The rapid growth and increasing dependence on technology had led to a tangled web of connectivity issues, operational inefficiencies, and restricted visibility into network performance. To overcome these hurdles and ensure seamless operations across its sprawling network, the company sought a unified, scalable solution that could streamline processes, elevate customer experiences, and support future growth ambitions.

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THE CHALLENGE

Store Network Infrastructure Challenges: Struggle with Connectivity, Visibility, and Efficiency

In their quest to expand their digital and physical footprint across India, the organization faced a tangled web of challenges. Setting up a robust network infrastructure for their physical stores and online channels proved to be a time-consuming endeavor, impacting their store rollout speed, time to market, and operational efficiency.

Additionally, limited visibility into the customer experience and analytics made it difficult to monitor billing queues, ERP systems, and customer interactions across multiple channels. This hindered their ability to achieve superior billing and inventory management.

Managing multiple vendors for network setup and maintenance added another layer of complexity. The distributed nature of their operations hindered their ability to gain a unified view of their network, making it challenging to manage in-store digitization, surveillance, and theft control effectively. The organization recognized the need for a more unified and efficient connectivity solution that could also help optimize operational costs and increase store productivity.

THE SOLUTION

Airtel SD-Branch: A Comprehensive Unified Solution for branch networks

To address these challenges, Airtel implemented the SD-Branch solution, transforming the network infrastructure across all 6,000 stores, including 2,700 online and 3,300 offline outlets.

Airtel provided a unified management solution that encompassed SD-WAN, security, Wi-Fi, and media-agnostic primary and secondary connectivity, including broadband and M2M SIM. The solution included zero-touch cloud provisioning and low-cost maintenance, allowing for faster store rollout and streamlined deployment across all outlets. With the centralized, cloud-based platform, the organization gained complete visibility and control over their entire store network infrastructure, facilitating customer analytics, in-store surveillance, and theft control.

The solution also enabled local internet breakout for whitelisted IPs and domains through bespoke security policies, and provided enhanced billing and inventory management capabilities. Moreover, robust remote management eliminated the need for on-site troubleshooting, and operational cost optimization was achieved through centralized incident reporting and proactive monitoring, managed by Airtel’s Network Operation Center (NOC).

THE IMPACT

Transforming the network: The organization’s journey to enhanced efficiency, growth and experience

Enhanced Operational Efficiency and Productivity:

• Increased Uptime: Airtel’s SD-Branch solution significantly improved network uptime for both online and offline outlets, boosting overall productivity.
• Scalability: The solution enabled Pharmacy to quickly launch new locations and scale operations as needed, supporting business growth.
• Centralized Management: A single partner managing the entire network infrastructure simplified processes, leading to faster deployment and reduced complexities.

Superior Customer and Employee Experience:

• Real-Time Insights: The solution provided real-time visibility into critical activities, such as billing queues and ERP performance, enhancing both customer and retail associate interactions.
• Streamlined Billing: With improved network management, billing processes became more efficient, ensuring smoother transactions and better service.

Simplified Network Management:

• Centralized Dashboard: The cloud-based dashboard allowed for comprehensive management, configuration, and troubleshooting of the entire network, minimizing the need for on-site intervention.
• Reduced Multi-Vendor Complexities: By consolidating network responsibilities under a single partner, the complexities of dealing with multiple vendors were eliminated, leading to streamlined operations and improved service level agreements (SLAs).

Streamlined Remote Management:

• Remote Troubleshooting: Robust remote management eliminated the need for on-site troubleshooting, reducing downtime.
• Proactive Monitoring: Airtel’s Network Operation Center (NOC) handled centralized incident reporting and proactive monitoring, improving network reliability.

By implementing Airtel’s SD-Branch solution, the pharmaceutical company successfully transformed its network infrastructure, achieving significant improvements in operational efficiency, customer experience, and overall business performance. The unified solution provided them a centralized platform for managing network connectivity, security, and performance across all branches, leading to increased uptime, scalability, and cost-effectiveness.