KOTA ELECTRICITY DISTRIBUTION LIMITED : Case Study

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.

Benefits

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. "

Pradipta Bose, Executive, Kota Electricity Distribution Limited

Lighting Up Challenges from KEDL as They Light Our Home

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