Client Name: JVVNL (Jaipur Vidyut Vitran Nigam Limited)
Jaipur Vidyut Vitran Nigam Limited (JVVNL) supply electricity in twelve major districts of Rajasthan. The district includes Alwar, Baran, Bharatpur, Bundi, Dausa, Dholpur, Jaipur, Jhalawar, Karauli, Kota, Sawaimadhopur and Tonk. Renowned as one of the major discom of the state, it has a huge customer base which requires high-end connectivity.
Client Requirement: A comprehensive solution to manage client and internal communication system with improving the service channel process.
What we offered:
We have offered the Omni channel solution system that comprises of following telecom assets:
Unified Contact Centre solution
A stable communication system designed to work over existing LAN network and it do not require any external cabling. This advance system is well versed to get integrated with SMS/Email, CRM /ERP/ Database or other system for improved& quick communication.
Administration Panel with MIS and reporting facility
A user friendly front-end admin panel that has two-way partitions comprising of admin module and user module. The admin module was given rights to add/delete/edit users, and user module was given with operational rights only. The panel was designed for MIS reporting facility and it allows to generate report based on Complaint medium/Complaint Type.
FRT mobile app
The system we provided was easy to integrate and was given along with mobile app. The mobile app was designed to deliver registration of complaint, FRT Assigning, Resolution of complaint, on closure, Reopening of complaint, Escalation of complaint etc.It was also integrated for social media pages.
Call recording & voice logger
All the conversation done through this system will be recoded with our latest designed Call recording and voice logger technology. This facility not only given the system higher security measures but also more scope for analyzing customer relationship level.
The system has been installed and working as per client expectations.