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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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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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We Delivered Smart Solutions to Gurugram Smart City

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We are glad to share that we have delivered smart solutions and supportive services to one of the Indian smart cities, namely, Gurugram.

Gurgaon, now known as Gurugram, is one of the well known smart cities in India. GMDA (Gurugram Metropolitan Development Authority) planned a strategic transformation of this Indian city to become a smart city. To transform it into a smart city, multiple infrastructural and procedure related changes are carried out.

Gurugram launched a centralized and seamless process for concern escalation and quick resolution. To implement this model, to make this smart city smarter, Gurugram selected the smart solutions offered by us, Elision Technologies Pvt. Ltd.

From playing a voice message to spread awareness about the COVID 19 to let citizens call to get support for the COVID 19, ask questions related to the issues they face, escalate various concerns, and ask for help, everything is now quick, easy, and streamlined.

Gurugram, smart city in India uses our following solution to streamline processes and give an assured solution within minimum time and send quick help to anyone who calls on the given helpline numbers.

Call Center Solution

Based on the needs of the Gurugram to provide help desk and support services, we have installed a feature rich and advanced call center solution. Our team lead and VoIP engineers personally visited the city and performed the process of complete installation and training of the call center solution.

This call center solution is in use by Gurugram to attend concern calls as well as to run an outbound campaign for the surveys, generate awareness, etc. more productively.

IT Help Desk Ticketing Solution

Along with a call center software solution, we have also provisioned a personalized IT help desk ticketing solution. This solution lets the operator, who attends the call for any kind of support, raises a support ticket. The citizen who raised the request or concern receives the ticket number for future tracking and follow-ups, if needed.

Citizens can also raise a ticket by using a mobile app or a website available to escalate an issue or concern as well as to ask for any kind of support. There are multiple integrations between different IT solutions and software, which are made by our team to create a unified solution that commands the whole process of support.

Moreover, our VoIP experts have also introduced automation in multiple operations such as the automated assignment of the ticket to the concerned executive in the concerned department.

Our team lead, business head, and VoIP engineers made sure that every system works flawlessly and all officers know how to use this software efficiently. Thus, our engineers had given on-site installation, training, and support services.

Gurugram smart city uses our smart solutions and we are glad to share this. This smart city is also taking advantage of our expertise in building smart solutions within the least time.

Here you can read the complete case study on Gurugram Smart City Using Elision’s Smart Solutions

We can furnish any city, state, and even company with smart solutions. Contact us to know more.

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Helpdesk Ticketing System over Email Increases Productivity

Helpdesk Ticketing System over Email Increases Productivity

There was a time when companies used only emails to provide online customer support. But the problem started when companies began to expand and their customer base began to grow. With the increased customer service requests, it becomes extremely difficult for you to handle your inbox and keep track of each request. This is where helpdesk ticketing solution comes into play. It enables the help desk to maintain a powerful database that holds as well as manages the queries of the customers.

So how exactly does it work? If you are using a solution and having any technical issue, all you have to do is to raise a ticket using the online ticketing solution. Then, the technical team will check the ticket, resolve your problem and update the status of the ticket depending on the case.

Compared to emails, it has made it a lot easier to track and manage the technical issues. Here are some reasons why the helpdesk ticketing system is better than an email solution to handle technical support requests:

All your conversions are in one place

When a lot of people are working on requests, it can get quite difficult to keep track of information. In email communication, the customer support agents have to jump through many hoops. So the best thing that you can do is to get a responsive and easily accessible helpdesk ticketing system that minimizes the resolution time. And by converting your emails to support tickets, you can make this possible.

Tracking and reporting metrics

With email communication, you cannot track the productivity, efficiency, and speed of individual technicians. But with the helpdesk ticket tracking system, you get to determine the work efficiency of your employees, as you get to track everything.

Efficiency

One of the biggest disadvantages of using email communication is that the customer support executives need to go to and from between their inboxes. By integrating the online helpdesk ticketing system and email, you can make this process a lot easier. Also, this will let your staff work at peak efficiency. The customer support team can work at their full capacity all the time.

Transparent

With an online ticketing system, companies get to know which teams and departments are getting more support requests so that they can allocate the support resources efficiently. On the contrary, in email communication, you cannot track the issue or know who has worked on them.

Cost-effective

The foundation of your company is the hard work of your support team. And if they waste their time juggling with emails, then it will decrease the overall productivity of your company. So have a good helpdesk ticketing solution that best suits the needs of your organization. Compared to an email communication tool, they are highly valuable.
In conclusion, it can be said that ticket tracking software is superior to email. This system is not only good for startups, but also for those who manage others or handle multiple support queries.

Elision is a renowned provider of ticket tracking software. So why wait? Get a ticket tracking software and increase the productivity of your business. For more details, contact us.

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Top 5 Tips to Enhance Customer Support

Tips to Improve Customer Support - Elision

Better customer support results in increased repeat and referral business. Also, it helps in creating a positive business brand for your enterprise. To assure the best customer support, you need to assure that your staff handling customer support has everything they need to provide the best support and care services.

We are leading VoIP Company and we have benefited many businesses with our services and solutions. Today, based on our more than a decade long experience, we will share the top 5 tips to improve customer support. These tips can be used by any small business or a well established call center or customer care center.

1. Hire skilled professionals

Customer support is a very crucial job and you must hire a well educated team. Also, having prior experience in customer support can give an upper hand to the business. Don’t think about saving money and going for cheap resources. If hiring an in-house team seems expensive, you may outsource customer support to remote agents or call centers.

2. Provide Required Training

Each business has its own products, solution, and code of conduct. For years, you must have nurtured your clients in a specific way. These best practices must be passed to the customer care team. You must conduct training and mentoring sessions. Also, you should use a solution such as voice logger software, which will record calls. These calls can be then used for quality control and screening.

Based on the results, you can conduct required training sessions for the selective members. Also, there are certain solutions such as a keyword spotting solution that find a specific word in an audio file. This will help in assuring the team is not using negative words in any way during calls.

3. Get Advanced Solutions

You can’t expect a great customer care service with outdated solutions such as a telephone. You have to provide advanced communication as well as tracking solutions to your staff so they can provide the best support services. Based on the nature of your business and budget, you can define the required solutions. Below is the list of the most commonly used solutions in different support centers:

You can have one or all of these support solutions. If your budget is limited, you can get open source solutions to start with.

4. Provisioning to Increase Productivity

Providing customer care is a tough job. Thus, you must take the necessary steps to save the time of your agents or executives in all possible ways. This saved time will help them to perform one or more productive tasks such as,

  • Lead nurturing
  • Resolving queries of other clients
  • Updating knowledge
  • Helping other executives
  • Rejuvenating themselves to provide better support

We recommend getting call center CRM integration so agents don’t need to spend time and energy in switching back and forth between two different solutions. Another option is to get a WebRTC solution to eliminate the need of hardware based phones or softphones.

Also, there are other ways to empower your agents to work with better productivity, such as having call center software with features like the sticky agent, IVR, Skill based routing, etc. You can also integrate these modules with existing solutions.

5. Give them flexibility

Having a fresh and happy mind is important for your customer care executives. You can give them the flexibility of work from home. You can keep track of their work in real time with solutions such as Remote Agent. This solution can work on any simple telephony application as well. You can get logs and activities in real time.

Along with these flexibilities, you should give treats, perks, etc. so they can stay motivated to perform at their best. Remember, a happy customer care executive will keep your clients happy.

If you have any queries, need further tips or want to get details about any of our above mentioned solutions, contact us. We would be glad to help you improve your lead nurturing ratio.

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Elision Is Going to Participate in BPO Tech Summit 2020

Elision Is Going to Participate in BPO Tech Summit 2020

We are glad to announce that our representatives will participate in the upcoming BPO Tech Summit 2020.

Elision Technologies Pvt. Ltd has been catering to the BPO industry with its best in the industry call center software, called, DialShree. The company has been in the industry for almost 12 years now.

To benefit participants of BPO Tech Summit 2020 with rich knowledge and experience in the BPO industry, Mr. Mehul Shah, CEO and MD of Elision Technologies Pvt. Ltd will participate in this event with other representatives of the company.

Participation of Elision is segmented into three parts as briefed below:

1. Elision CEO and MD will speak on omnichannel call center solution

Mr. Mehul Shah, CEO and MD of the company, has been working in this industry for many years. He has not only catered to the customers of the company in BPO and other similar sectors, but he has also participated in multiple expos and events. He has rich experience in this industry. He will share his experience and expertise with the participants of BPO Tech Summit 2020 in his speaking session. He is going to deliver a speech on the topic of omnichannel communication and omnichannel call center solution and he will also share some useful tips for BPOs.

2. Elision will showcase its offerings

Elision has also booked space and standees at this BPO event and it will showcase its top products, solutions, and offerings there.

3. Elision will join hands with interested professionals and companies

Elision representatives have also shown interest in joining hands with like-minded people and companies. The company is interested in partnering with other companies and professionals at BPO Tech Summit 2020 to expand its wings.

Elision is one of the silver sponsors of this event and representatives will network with participants, speakers, exhibitors, and visitors at this event. The representatives of the company have shown interest in meeting professionals and scheduling a private meeting as well. If you are going to attend this event or if you are in Bangalore, you can meet the Elision team. Below are the details of the event:

Date: 23rd January 2020

Venue: Sheraton Grand, Bangalore

The event will cover all aspects of the business to benefit participants. One can learn from industry leaders.

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Elision Furnished a Smart City in India with IT Solutions

Elision Furnished a Smart City in India with IT Solutions

Elision is proud to announce that the company has set up major IT solutions and infrastructure in the smart city, Gurgaon.

Elision Technologies Pvt. Ltd is one of the leading IT companies. The company has been offering unified communication solutions to its customers all across the world for 12 years now. The company has announced its recent project, which is successfully completed for the government of India.

Elision has furnished one of the smart cities of India with its IT solutions and infrastructure. The smart city in India, namely, Gurgaon is furnished with secure and reliable IT solutions developed by the team Elision.

The company has integrated the following solutions in the Gurgaon smart city:

Citizens in Gurgaon can reach government facilities via different communication channels to raise their concerns or get the required information. Below is the list of communication channel furnished by Elision in this Indian smart city:

  • Call
  • Email
  • Web portal
  • Grievance app

The company has connected all different departments of Government with easily accessible channels. Citizens can reach to any department such as Fire, Municipality, Transport, Water supply, Traffic, Street light, etc.

The company had put the team in Gurgaon to install and setup complete infrastructure and different solutions to make this whole system live and running.

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Importance of a Help Desk Ticketing Solution in a Business

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Today’s market is a customer driven market and it enforces all companies in the position where they have to put all focus on delivering the best customer experience. The companies use various tools to delight customers and also recruit the best engineers and customer support agents to make sure customers’ concerns are resolved at a fast pace. The help desk ticketing solution is one of the systems devoted to the process of delighting customers. There are many more benefits of using this solution in any organization and I am going to share the top pros of using a help desk ticketing solution, also known as IT ticketing system, custom support ticketing system, and helpdesk ticketing system.

1. Customer satisfaction can be improved with the regular status updates

As mentioned earlier, the major benefit of using a helpdesk ticketing solution is to delight customers with speedy issue resolution. The tickets generated by customers using the helpdesk system are easier to track and update. The engineers will get assigned tickets with the brief of the issue faced by the customer so he can start working on a resolution. The ticket can be updated with its current status so customer stays the updated about the progress made. The customer will also get a feeling that their queries are heard and issues are getting resolved. Also, if a company handles multiple tickets in a day, then tickets would also get a priority assigned to it based on the predefined criteria. This will help in catering to the premium customers first to enhance their experience.

2. Agent performance can be improved

The agents will get a powerful tool in the form of a support ticket solution. It can have predefined questions to be asked to the customer and pre-saved response templates. This means the engineers will not need to spend time on operations other than customer issue resolution. Furthermore, as soon as a ticket is generated, it will be automatically assigned to the support engineer and will also send a notification to the engineer. This will help agents to start working on the tickets at faster rates. The agents can deliver the best performance and productivity.

3. Resources can be saved

A help desk ticketing solution is an amazing learning tool for organizations. It saves not only the issues, but also resolution. It means if the same issue appears repetitively, it becomes easier and faster to resolve that issue. Furthermore, the tickets can also be used by the organizations to train new engineers about the most common customer queries and concerns along with the resolutions of the same.

These are the top 3 benefits of using a help desk ticketing solution. In a competitive industry, it is necessary for a business to resolve customer queries faster without investing a lot of resources on it. The helpdesk ticketing system helps in achieving the same.

We offer one of the best help desk ticketing software. To know more about it, contact us.

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How To Open A Call Center Startup? A Step-wise Guide

Call center business has always been in demand. These days it is evolving at a rapid rate because companies need professional customer care executives to take care of their customers and their concerns.

For businesses, more convenient option is to outsource customer care and support tasks to a call center than opening a complete call center, recruiting and managing agents, buying software like call center software, CRM solution, etc.

This has opened doors of opportunities for many aspiring business owners. Yes, you can be the next successful business owner. You can start a business by opening a call center. You can get local and international contracts of customer care.

Thinking about the budget? Guidance? And other similar questions?

Worry not! We, Elisiontec, have helped many companies to start a call center department or business. We can help you with our more than a decade long industry experience.

If you are starting with a good budget, then you should buy the best tools and hire the most skilled and experience agents. We can help you in the process with free consultancy service, get in touch.

But, if you want to start with a low budget, then the plan should be more strategic and cost effective. Let me help you with a step-wise process:

1. Complete legal formalities first

The call center is not a freelancing business; it is a full fledged business. Thus, according to your country’s law you should get a license and finish required legal formality.

2. Hire limited staff

You will need agents to handle calls and they must be well trained and skilled. However, until you get a handful of projects you can start slow. Hire limited agents. Once you get one or two projects, please make sure to hire more agents and supervisors. Don’t wait until you get too much of load to handle.

3. Start with open source software

To open a call center, you will require more than one solution such as Call center software, CRM solution, Helpdesk ticketing solution, etc. based on your service area. The custom solution can be heavy on the pocket. Thus, you can use open source solutions.

The open source solutions are free to use and you will get almost all required features to support your startup. All you need to pay is a setup fee to the developers who will install it for you. Below is the list of two most important open source solutions you must have:

  1. VICIDial: Call Center Software
  2. vTiger: CRM Solution

4. Customize the open source solution

This is really beneficial to invest some money in customization. The open source solution will not have all required features. With customization, you can get those missing features.

For example, VICIDial doesn’t come with a sticky agent feature. The VICIDial customization will get that feature for you. Your investment in customization will help you,

  • Providing better service
  • Increasing productivity
  • Increasing business

Thus, you must customize your open source solutions.

That’s it! You have a pathway to start your own business of a call center in limited budget. Still, having any confusion or query? Contact us.

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Top 5 Ways Help Desk Ticketing Solution Helps

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Help desk ticketing solution makes support tasks easier and efficient. It would be critically difficult to manage disorganized email trails to track the root of the issue and resolution provided.

Also, all manual tasks would overwhelm support engineers with too many unnecessary things to take care of instead of focusing on actual task: Issue Resolution. Thanks to Helpdesk ticketing solution that not only automates many tasks, but also provide a centralized system to keep support work well organized and streamlined.

Today, we are going to delve deeper to see 5 major ways helpdesk ticketing solution can help any company or enterprise.

1. Improved Efficiency

The helpdesk ticketing solution automates many things such as sending email alerts about the ongoing and resolved issues. The automation will assure the information and logs in the system record are efficient. Furthermore, the staff will be more sorted with their work, which will assure increased efficiency at their end.

2. Well organized

Both, internal and external support tickets can be logged within the help desk ticketing system. This will keep centralized and well organized trail of technical support provided. This is way better than email or telephonic supports where the team manages logs in excel, CRM or other such applications. This type of management and organization is way better than any other support ticket model.

Read How Helpdesk ticketing solution improves productivity compared to Email support

3. Tractable

If you are using any other model to provide and log support, tracking the trail can be extremely difficult. In fact, in email based support system, it is almost impossible to find the originating email and following emails to see how and what happened to the ticket.

Also, other support management solutions can’t provide accurate information about the support engineer and agent involved in the ticket resolution.

The ultimate solution here is “Helpdesk Ticketing Solution”. It will let you store all information. In fact, it will keep information of which support engineer resolved the issue and which customer care executive replied the client. This will work amazingly to keep clear trails and review it for any reason.

Also, the helpdesk ticketing system lets you search records with various parameters such as, Ticket ID, Support Engineer name, Client name, Project name, Date, year, Ticket label, etc. This will make search faster and easier.

4. Improve Productivity

The help desk ticketing solution will come with extensive features such as Lock ticket, Set Priority, Auto Response, Message Templates, etc. It will partially automate the tasks to keep your resources available for the task requires their expertise. It will double the productivity of the support and customer care executives.

5. ROI

It is a simple calculation of ROI that when your resources are utilized at highest productivity, when you have information on hand to improve the system and when your customers are satisfied with the professional approach your expenses will decrease, revenues will increase and ROI will be improved.

Conclusion

The helpdesk ticketing software is a complete solution to keep your support work streamlined; remove anomalies and increase productivity, customer satisfaction and returns over investment.

Want to have a free demo or more information? Contact Us, NOW!

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