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Ticketing CRM Software is an important tool for any electricity distribution companies to provide effective services to their consumers. Aria Telecom has developed industry specific feature rich ticketing CRM for electricity distribution companies. The tool provide hassle free registration of complaints, auto distribution of ticket, escalation & closer of complaints/ Tickets. Ticketing tool maintain centralized web Based system to host all consumerrelated complaints in the Master Data Base irrespective of location/ division / Subdivision of complaint receipt

Ticketing CRM Software for Electricity Distribution Company in India

Power sector & electricity distribution quality has improved very fast in last five – seven years. To overcome the power cut & fast resolution of tickets you should have effective ticketing CRM Software irrespective of your technical team & their intentions. Provide assured and timely services to the customers as per the stipulated time frames (Service Levels mentioned in the RERC regulations)

These are the important components of our ticketing CRM Software for electricity distribution Companies.

network diagram

Unified Communication for Ticket Registration

We have developed such a smart ticketing toll which provide facility to register complaints by various communication modes. This unified connectivity / integration

Consumer can register the complaints via multi-channel mode mainly through the following but not can be extended as per the need & technical possibility . The system shall identify the consumers, who have accessed the system earlier.

  • a) Voice Call to Customer Care Center(Call Center)
  • b) Through Department Consumer Mobile App.
  • c) Through Department Web Portal
  • d) Through pre-defined SMS Text via registered mobile number.
  • e) Through Web Chat.
  • f) Through social media like Facebook, twitter, WhatsApp etc.
  • g) In person to Department Help Desk and any office of Discom.
  • h) In case consumer approaches to call center by any medium for the first time, the system shall ask the consumers whether his mobile number / email / social media account may be registered for the future reorganization.

Complaint/ Ticket Auto Allocation

All the complaints irrespective of its nature shall be stored in the predefined format to be finalized at Design stage at Central database &shall segregate all the complaint on real time basis in following 2 categories: i. No Current Complaints. ii. Other Complaints.

NO Current Complaints / Tickets will be assigned to respective Field Rectification Team &Other Complaints will be assigning to Divisional help desk and it will be notified to them as an alert or Pop Up.

System Generated Escalation

The system itself without any manual intervention shall escalate the complaints in various manners as per the process need. Complaint shall be converted into a docket which comprises all details of the consumer including its demographic/geo detail and type of complaint. Each docket shall be transferred to respective FRT through Mobile App / Web App / SMS without any manual intervention /Call

Complaint Closer / Resolution

Field Rectification Team can close the with customer happy code sent to consumer by the ticketing CRM at the time registration of the complaint. The process enhance the satisfaction of consumer reducing fake complaints closer.

FRT Mobile Application

Field Rectification team carry a android based mobile application to sync all complaints allotted to them by centralized CRM. They need to accept / reject the allotted complaint within the given time frame to avoid any escalation & fast resolution of complaints. FRT APP also has the Start, Reached , Start Working , Resolved , Pending Buttons to mark the live status of the job.

Live Monitoring

Progress on each & every ticket/ complaint can be monitored on centralized dashboard to push further to avoid any escalation & penalty.

Various Integrations with Discom Applications

Ticketing CRM Software tool is designed with maximum automation of the process for error free operation. The Ticketing CRM Toll can be further integrated with various applications of Discom like .

  • Integration with Scada
  • Integration with Billing System
  • Integration with Consumer app
  • Integration with Employ App
  • Integration with department & other government web Portals
  • Integration with any existing & upcoming application
Administration/MIS/Reporting
  • Total Open/Closed/Pending/ Escalated Complaints counts
  • Searching Parameters will be available to get report date wise/Hourly Basis/Weekly/Monthly
  • Division Wise/Complaint type wise/Source of complaint wise Report etc.
  • Escalated Cases Report -if any of complaint will not be resolve within define TAT that will be show in this section
  • Graphical Representation of Report
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Actual Users of the applications are: JVVNL – Jaipur Vidyut Vitran Nigam Limited , JDVVNL – Jodhpur Vidyut Vitran Nigam Limited , TSECL- Tripura State Electricity Corporation Limited etc.

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