Lighting Up Challenges from KEDL as They Light Our Home

KOTA ELECTRICITY DISTRIBUTION LIMITED (KEDL) is a Public incorporated and is classified as Non-govt company. KEDL is responsible for the production, collection and distribution of electricity. A fully-owned subsidiary of CESC Ltd commenced Electricity Distribution Operation in Kota, Rajasthan, as a Distribution Franchisee of Jaipur Vidyut Vitaran Nigam Limited (JVVNL).

Services Used

Cloud Call Center IVR
Challenges Before Sarv
  • Migrating live setup with all up and running functions.
  • Being a Franchisee of Govt Organization its critical to maintain as least as possible downtime of call center system.
  • An easy-to-reach solution for user maintaining all the verified information in real-time at the backend.
  • Live monitoring of every call.

Solution Served
  • Hybrid Call Center Solution where calls lands on softphone and can be managed over cellphones in case of failover.
  • Customized multilevel IVR flow was designed as per the business requirements.
  • Once call connects to the pilot number it checks the status of existing complaint using integration if any.
  • Personalized IVR for registered callers.
  • Customized log reports capturing all standard parameters in order to maintain agent productivity.
  • Live Monitoring System (Real-time spy, whisper while an agent is on call) to maintain quality services.
  • Easy backup on cloud in case of failover.
  • Multiple agents are being managed over a single platform.
  • This solution is open to integrate with any existing CRM.
  • Cost effective solution for a large scale setup.
  • Feasible to expand as per the requirements.
Words of Satisfaction

" Sarv team is very responsive and supportive to manage our essential emergency services smoothly. A co-ordinator is very helpful with easy and alternate solutions at a reasonable quotation. We would look for long-term healthy partnerships. We want to convey our heartiest gratitude and best wishes from CESC Rajasthan Team for your future path. "

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