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At Salient, we developed a CRM
system for Energy Utilities to
improve their contact with the
customers by providing support
for all call related functions
along with data management.
The calls and the feedback are
regularly monitored to improve
upon the services on the lines
of the Service Level
Agreement. The requests for
new supply connections are
handled by the Provisioning
section, which checks the
feasibility of completing the
request and setting up the new
connection.
In addition, the CRM
process also stores, tracks
and manages information on
current and prospective
customers. All the details
pertaining to sensitive
information are closely
monitored in our Audit Trail
Maintenance segment.
The call center manages both inbound & out bound activities for a leading Group Company in the Consumer Durables and Electrical Appliances domain. The Inbound process includes registration of complaints from customers and Dealers across PAN India for the Electrical Products and Appliances. The process includes the complaint registration by our agents and then based on the region or territory the complaint is allocated to the designated Services Center who in turn attends to these complaints at the customer end.
The Outbound Process is a customer feedback process. The feedback is taken from the customers in regards to the kind of resolution is provided to them.
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