Numeric believes in delivering quality tools with digitalised UPS System

Palash Nandy, CEO, Numeric UPS, in an interview with EPR Magazine.

Kindly brief us on the digital transformations at Numeric UPS? 

Service is a huge operation for us at Numeric, as over 50 percent of our revenue comes from services generated from our service segment. We have got around 1100 to 1200 people in our service department, and 900 of them are skilled technicians. We have 255 service centres across the country through which we cover around 1000 cities. In 2019, Numeric decided to modernise its operations and partner with a sales force. 

Further, we believe automating and digitalising our entire operations will fuel our productivity, adding transparency to our operations. As far as service technicians are concerned, they get access to a full view of the customer’s views, their concerns, and the solutions offered then and now.

What is your organisation’s key focus? 

We, at Numeric, are extremely focused on ensuring maximum up-time for our customers and obtaining business continuity for our customers. With this, we are able to offer profit to our customers. We also look at minimising the cost of servicing our customers, as we are better placed, more productive, and better off in terms of finances. 

What kind of sectors are your primary consumers? 

We are quite agnostic about our customers. Originally, when Numeric started, it was centred on banks and the BFSI segment. But since we became part of the Legrand group in 2012, we have expanded across various segments, such as banks, IT, ITES, data centres, healthcare, education, infrastructure, and we are very strong in the BSFI segment. In recent times, modern retail formats or logistic chains, e-commerce players, or both, have also built very large warehouse infrastructures. 

What is your focus when you deal with the demand for power or the electrical sector? 

We are in the UPS industry, so our objective is to ensure the continuity of supply of power and to ensure the quality of power is good. So, these are the two main jobs of UPS. As and when there is a drop in power from the normal force, UPS kicks in to ensure that there is no discontinuity in terms of supply. And also that even when there is power, there are a lot of impurities that come in from the normal force, and UPS’s job is to ensure that pure power is provided to the applications. 

What is Numeric’s take on modernisation and digitisation as the largest UPS service provider in India? 

As a part of the Legrand Group, we thought of digital transformation quite a few years back, and we decided on three pillars to strategise our digital transformation process: customer excellence, operational excellence and employee experience. 

And Numeric has been constantly working on these three pillars since 2018. This gave us an opportunity during the COVID times to speedup and fast-track this transformation even more. So, we’ve invested a lot in terms of, I mean, if I talk about customer experience, whether in terms of taking a product to the customer, using digital tools and developing new products that enhance their experience; in terms of employee experience, how can we use digital tools and means to impart skills. There are plenty of projects that are running at their peak, along with the three pillars. I believe our journey is still on, and it will continue as it’s a concurrent journey.