Client Name
XXXX Discom is a large electricity distribution company serving millions of customers across multiple regions. With an increasing demand for more accessible customer service and more efficient operations, XXXX Discom sought to overhaul its existing, fragmented service system.
Client Requirement
A comprehensive solution to manage client and internal communication system with improving the service channel process
Challenges
Solution
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 recorded 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.
AI-Driven Chatbots:
AI-powered chatbots were introduced to handle common queries and route complex issues to human agents efficiently.
Results
The system has been installed and working as per client expectations. The implementation of an omnichannel system transformed XXXX Discom’s customer service experience, improving satisfaction, operational efficiency, and reducing costs.