Reimagining operating systems and IT processes for customer management

End-to-end development and deployment of customer relationship management mechanism and architecture for enhanced customer experience.

Project Overview and Objective:Arceuse stablished & presently operates Consumer Facilitation Centres with cloud-based call centre facilities to which enabled our client to manage its consumer-related activities.

Challenges: Implementation of workflow systems which would enable all stakeholders to manage various tasks both back-end and front-end while also allow the client to address customer grievances with immediate redressal and resolution.

Solution: A comprehensive platform and mobile app were developed and implemented with key modules such as:

• • • • Integrated web content management systems with dynamic and static components to allow users to create standard templates and apply to new and existing content, support for quick check-in, check-out, locking of pages, bulk uploads, scheduled content publishing, Supports Machine Translation as well as Manual translation of content, Allow users and administrators to create multiple choice polls that keep track of votes and display results on the page and Supports easy & automated management of revision, approval, publishing and archiving processes.
      • Alert generation for pendency’s
      • Cloud based contact centres to manage inbound and outbound calls on queries, complaints, feedback etc.
      • Complaint management via the clients existing CRM and via social media. SLA tracking and monitoring of calls
      • Cloud hosting to improve connectivity and interoperability
      • Call Management System with Automatic Call Distribution (ACD), IVRS, Performance Monitoring and Analytics, Work-Flow Automation, Grievance Management System, Customer Feedback and Chatbot

Key Outcomes and Benefits: The project team addressed an average of 2,75,000 to 3,00,000 calls on average per day, 574+ outbound and inbound agents. The client experienced enhanced complaint satisfaction and complaint management efficiency, was able to make extract data-driven insights and make effective decisions.