TCS Helps RAPDRP to deploy Custom Integrated Solutions

Challenge

Power utility delights customers by using state of the art technology investments.

The West Bengal State Electricity Distribution Company Limited (WBSEDCL) needed a mechanism to effectively redress the complaints of its sizeable customer base in order to meet the key objectives as listed in the Government of India’s Accelerated Power Development Program.

WBSEDCL sought to track zone-wise consumer data, manage customer relationships better, and ensure speedy issue resolution, while aiming to increase the accountability of field staff.

With 478 supply offices across the state,WBSEDCL needed a solution provider who could ensure high uptime and rapid fault resolution.

TCS integrates customer information and field systems to redress customer complaints.

TCS’ complaint redressal system created a central data warehouse for each of the 478 supply offices. By using an Oracle Customer Relationship Management (CRM) application, we created complaint dockets, and then fed this data to the zonal call centers.

This way, when the call center executives received complaints on their centralized toll-free number, alerts were automatically sent out to the field technician and a mobile service unit. Issues that were not resolved on time were automatically escalated.

“Service time reduced from six hours to less than one hour.”

Anirban Guha, Director, WBSEDCL

Our system captured data on the health of the distribution network which enabled Management Information Systems (MIS) and Business Intelligence (BI) reports on customer billing, outage, and system status.

TCS’ initiative started with the consumer in focus but grew to enable data-driven analytics, impacting decision making.

what made this happen

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TCS works hand in hand with world-leading investors.

TCS is here to make a difference through technology.

We’re in it for good, driving positive change for the benefit of all.

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

Find the latest news about TCS in our Newsroom

Recent Press releases

Recent News

Recent recognitions

Upcoming events

TCS works hand in hand with world-leading investors.

Large Utility Reimagines Customer Service

Challenge

Power utility delights customers by using state of the art technology investments.

TCS integrates customer information and field systems to redress customer complaints.

Anirban Guha, Director, WBSEDCL

what made this happen

TCS Clever Energy™

TCS Envirozone™

TCS Machine Vision platform

Transformation starts here

Find out more

TCS is here to make a difference through technology.

We’re in it for good, driving positive change for the benefit of all.

Extraordinary expertise leads to remarkable results.

Want to be a global change-maker? Join our team.

Find the latest news about TCS in our Newsroom

Recent Press releases

Recent News

Recent recognitions

Upcoming events

TCS works hand in hand with world-leading investors.

Challenge

Power utility delights customers by using state of the art technology investments.

TCS integrates customer information and field systems to redress customer complaints.

Anirban Guha, Director, WBSEDCL

what made this happen

TCS Clever Energy™

TCS Envirozone™

TCS Machine Vision platform

Related reading

Transformation starts here

Find out more

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