Top Reasons to Use a Grievance Management Solution in a Smart City

Top Reasons to Use a Grievance Management Solution in a Smart City

Traditional cities are now transforming into the top smart cities in India and worldwide by adopting digitized solutions for all operations. From communication to routine job management, smart city solutions can benefit in multiple ways.

We, Elision, provide different smart city solutions to smart cities and businesses that want to transform into smart businesses. The grievance management solution is one of the smart city solutions that we offer.

There are multiple reasons a smart city should use this system. Let us share the major ones.

1. Optimize grievance handling process

In a smart city, there are multiple departments and several people work to keep everything streamlined. In such a huge and potentially complicated workforce, it is possible that the multiple issues raised by citizens get lost in the pile. However, the grievance management solution for smart cities resolves this issue.

Our smart grievance management solution will automate several operations. It will automatically raise a ticket and assign it to the right person without a miss. It also provides different features to manage these support requests in the form of tickets.

2. Keeping citizens informed about the progress

It is a natural habit that people want to know about the progress happening on the other hand once a grievance is raised. Citizens want to check whether there is any action taken or not and if the action is taken, then how long would it still take to resolve the raised grievance? In smart cities, the common issue resolution period is 24 or 48 hours. However, citizens always stay curious if their raised concern is getting attended to or not.

The grievance management solution for smart cities provides a feature to let citizens track this with ease. Some smart cities also integrate a call center solution with the grievance management system. In this case, citizens can track the status of their tickets by calling the citizen helpdesk as well.

3. Resolve grievances within the stipulated time

In smart cities, when there are multiple departments and officers, it becomes difficult to resolve all tickets within a minimum turnaround time. Assigning tickets manually to the respective person and getting them resolved might take a lot of time. However, with the grievance management solution, this can be automated. The concerns will be assigned automatically to the officials and even to the foremen.

It can also be connected with the kiosk to show the live status of different tickets. The smart grievance management system also sends a notification to the upper-level manager if the ticket does not get resolved within the stipulated time.

In a nutshell, the grievance management solution with smart cities will handle all citizen grievances without a miss. Moreover, it automates and streamlines operations, so tickets get resolved within the stipulated time. Citizens can also track their grievances and status from a live ticketing portal or from a helpdesk. There are several advantages of using the smart grievance management solution in the smart cities. Agra and GMDA are already using this platform to provide a delightful citizen experience. Contact us to know more and book a demo.

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How Call Center CRM Integration Benefits Smart Cities

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Various cities in India and all across the globe are transforming the infrastructure to become one of the smart cities in the world. For this, the smart cities are adopting the futuristic tools. The call center solution is one of the tools adopted by a majority of smart cities for grievance resolution.

Anyone can contact for help or any issue they are facing on the given helpline, which is handled by a call center solution. The call center software not only makes call handling better, but it also helps in keeping logs and reports, which can be used to improve processes and call handling.

The leading VoIP companies, which furnish the smart cities with smart city solutions like call center solution, recommend smart cities to invest in call center CRM integration services.

Integrating any feature-rich CRM solution with the call center software can provide multiple benefits. Let’s explore some of them.

As mentioned earlier, the call center solutions are used to listen to the issues, concerns, problems, confusion, and other grievances of the people of the city or tourists or anyone who wants to give feedback to the authority or a specific department of the smart city.

Read the complete case study of GMDA smart city using call center solution of Elision to improve grievance handling, here: https://www.elisiontec.com/success-stories/gmda-smartcity/

Call center CRM integration integrates the call center solution of a smart city with a CRM system. The CRM solution will definitely have more fields to store information about the caller and citizens compared to the fields available in the call center software. This is how the smart city can store more information about the caller and customers.

The call center CRM integration solution will show a popup to the executive who attends the call. This popup will be a CRM popup and it will show information about the caller if it is already stored in the system. This information can help the executive to resolve concerns quickly if it is the same concern. Moreover, the executive can personalize the conversation using the information shown to him in the CRM popup regardless of the fact that the caller has come up with the same issue he faced last time or any other concern. This will help the caller feel valued and it can improve the trust and relationship of the citizens, tourists, and anyone who is calling to the system to connect with authority.

If the caller is calling for the first time or any information related to the caller is not stored in the system, then the executive can ask and fill the information for future reference. It means in the future whenever the same caller calls, the executive will have the information about him to deliver better and more personalized responses.

The call center CRM integration offers many other benefits as well.

We offer call center CRM integration as well as smart city solutions to all cities in the world. These smart city solutions and call center CRM integration services can also be used by the businesses. Contact us for more details.

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Elision Launched Smart Grievance Management System for Smart Cities

Elision Launched Smart Grievance Management System for Smart Cities

We, Elision Technologies Pvt. Ltd, have been offering smart city solutions. Some of the well-known smart cities in India use our smart city solutions like GMDA (Gurugram Metropolitan Development Authority), Agra smart city, etc. Along with these smart cities, many businesses and enterprises also use our one or more smart city solutions. We are launching a comprehensive grievance management solution for smart cities, which can also be used by any company or organization. (more…)

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Blacklist in Call Centers: Is It Really Helpful?

Blacklist in Call Centers Is It Really Helpful

A call center solution comes with a wide array of features. Some features get used more frequently and some of them are used rarely. In fact, it has some features, which stay untouched, even if they can do magic for the business using it. In this article, I am going to share more details about one of the rarely used features, which is equally important. It is “Blacklisting”. (more…)

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Major Customer Communication Trends to Look For in 2021

Major Customer Communication Trends 2021

The year 2020 was hard on the majority of industries, but it benefited some industries as never before. For example, internet services, IP TVs, telecommunication services, etc. were rising this year. At the end of this year, we are summing up the last some months and how the whole landscape has inclined towards certain spheres.

Being unified communication solution providers, we have been engaged in research and innovation along with other primary activities. (more…)

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We Have Launched Call Center Integrations Services

Call Center Custom Integrations Launched

We are glad to share that we have launched call center integration services. We will offer a suite of services related to custom integration for the call centers. These services are available for all call center solutions along with our renowned call center dialer solution, DialShree.

Our call center integration services include various custom integrations to make call center dialer an even more powerful and completely personalized solution. Our clients and prospective customers can choose to use one or more custom integrations as per their business needs. (more…)

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Major Tips for Effective Call Center Management by Industry Experts

Effective Call Center Management Tips

Call center management is a crucial part to run a call center or similar nature business. The COVID 19 pandemic has changed the dynamics, which demand fine-tuning of strategies. In this blog, we will share the top 4 tips to be more effective in the management of a call center and how to cope up with any situation now and in the future.

1. Move to the cloud

It is not only about a call center solution, it is also about your all infrastructure and IT tools. (more…)

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Call Center CRM Integration Benefits Smart Cities

Call Center CRM Integration Benefits to Smart Cities

Various cities in India and all across the globe are transforming the infrastructure to become one of the smart cities in the world. For this, the smart cities are adopting the futuristic tools. The call center solution is one of the tools adopted by a majority of smart cities for grievance resolution.

Anyone can contact for help or any issue they are facing on the given helpline, which is handled by a call center solution. The call center software not only makes call handling better, but it also helps in keeping logs and reports, which can be used to improve processes and call handling. (more…)

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