Revolutionizing public service with Omni-Channel CHS, enabling seamless citizen engagement via web, apps, and social media.
Celebrating 1 Year of Digital Transformation with Complaint Handling & Outage Management System – Government Utility (Size: 4 Million+)
One year ago, we embarked on a mission to revolutionize consumer experience and complaint handling for this Project through our Complaint Handling System (CHS). Today, we are proud to share the remarkable progress achieved in just 12 months.
24.7% Growth in Consumer Engagement
From 3.59 million to 4.47 million interactions across multiple channels.
16.88% Reduction in Complaints
Improved service delivery and faster resolution.
Omni-Channel Access for Consumers
Toll-Free, WhatsApp, Chatbot, IVRS, Web Portal, Social Media – all integrated for seamless experience.
Chatbot Adoption Soared
Handled 3.8+ lakh interactions, including complaint registration, bill details, and status updates.
Consumer Feedback Improved
Negative feedback dropped from ~50% to under 10%, reflecting better service quality.
Fault Management System (FMS)
Resolved 64,873 faults and linked 1.07 lakh complaints, ensuring faster restoration.
Mobile App for Field Teams
This journey reflects our commitment to digital innovation, consumer satisfaction, and operational excellence.
Together, we are shaping the future of smart utilities and citizen services.
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