Case Studies
Government Case Study
Our client is an independent, non-profit , government organization established in 2003 with aim to defend and educate consumers on issues such as the quality, safety and pricing of goods & services. To spread awareness regarding misleading product claims and advertising tactics.
Challenge
- Centralized complaint handling platform for registering consumer complaints
- Integration and Customization of smart tool to track, retrieve and follow up on complaints received
- Categorizing the Complaints, Queries, Suggestion in smart tool
- Training and education of call centre staff on consumer complaints and client standard operating procedures
Objectives
- To setup a centralized call centre platform for consumer query and complaint handling across the Sultanate of Oman
- Better management of complaints to restore trust and reduce the risk of litigation, through open communication and a commitment to learn from the problem and prevent its recurrence
- Provide information to quality inspectors across different regions of the country
Solution
- Infoline deployed solution (Call centre) which was integrated with smart tool (for complaint life cycle management) to provide unified view of entire activity
- Out tool ensured generation of unique complaint ID for every complaint recorded
- SMS gateway was integrated with smart tool for easy reference and follow up
- SMS triggered to quality inspectors along with Caller name, contact no, complaint id and summary of the complaint
Value Add
- Efficient complaint management and consumer support
- Infoline smart tool offered client a convenient platform for requesting, tracking and delivering workplace services through a centralized web based self-fulfillment center
- Automated dispatch and service request routing via Infoline smart tool
- Complete complaint lifecycle management
- 100 % of all calls recorded for quality assurance and management of complaints
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