Integrated Complaint Management

System
MES for MES with Mobile App

Mobility, Convenience, Realization

 AGENDA
• Introduction – The Problem
• Basic Solution
• IVR Option
• SMS Option
• Mobile App Option
• Web Option
• Reports
• System Features & Benefits
• Implementation Alternatives
• Questions/Discussion
Mobility, Convenience, Realization
 Our Other Products for Defence
Loggers for Defence & Law Enforcement Agencies -
System to Monitor and Record voice conversations on communication
channels for Defence, Intelligence and Law Enforcement Agencies.

Loggers for Call Centres - Performance Monitoring System for

voice & data interactions in a Call Centre.
Exch Management Software - Hissar, Bhopal, Jaipur, Delhi (Army HQ)
ESM Helpline Systems – Hissar, Barrackpore, entire 33 Corps Sector,
Assam Rifles, Nagaland and currently for Kendriya Sainik Board ECHS
Central Org .

IVRS based applications of all types – for Railways, All India Radio (News
on Phone) , Telecom Companies, Recruitment for IAF Disha Cell ,
Complaint Management System (CMS) – for MES since last 10 years –
started with basic Voice IVR, then added internet/kiosk, then SMS and
now the Mobile App also making it a truly integrated CMS – Mhow and
IIT Madras etc.

Mobility, Convenience, Realization

 Our Customers Include

MES
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 Our Quality Policy

We at Alliance are committed to

“Zero Defect and Timely Delivery”

An ISO 9001:2015 Certified Company with very

strong Quality Orientation. All our software is ISO
certified

We provide timely and quality solutions to our

customers

Mobility, Convenience, Realization

Mobility, Convenience, Realization
 BACKROUND OR MOTIVATION
• Users unable to Register Complaint at the Time of
Occurrence – Time Lag in registration
• Users Remember the Time the Fault Occurs – NOT
the Time the Complaint was Registered with MES
• MES therefore gets blamed (Unfairly) even for the time
it was not even aware of the of the Complaint
• GE not aware of Individual Complaints – he has other
Responsibilities also
• GE should have a proper system of Controlling/
Monitoring his resources
• GEs need a Good Complaint Management System

Mobility, Convenience, Realization

Mobility, Convenience, Realization
Mobility, Convenience, Realization
APPROVAL OF E in C

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 PROBLEM
•Registration of Complaints by User not very convenient.
1. At some places the users have to go to different complaint
centres for different types of complaints.
2. User representatives who come to register the complaint
often are not able to give the exact house/building number.
3. User has no record of complaint having been registered
correctly.
4. No proper reports or statistics available for reference
and thus Control by GE of his resources difficult

Mobility, Convenience, Realization

 Basic Solution from Alliance -

COMPLAINT MANAGEMENT SYSTEM

Mobility, Convenience, Realization

 Basic Solution
Our Solution :-
• Allowing customers to register and track complaints through
any telephone for any category (Water or Electric Supply,
B&R, Furniture,....) enabling registration of complaints at the
time of occurrence or at any time of the day or night as
convenient to the User
• Allocating complaints to best suited technicians – through
SMS immediately
• Remotely updating of complaint status by Technicians – after
proper authentication followed by Confirmation SMS to Users
• Escalation method provided – to GE for resolution of pending
issues
• Facilitating better monitoring and control by GE of his
resources to provide a – Quicker Response Time & Greater
User Satisfaction
Mobility, Convenience, Realization
 Simplified Flow of Activity
Telephone Lines from different
exchanges Exchanges
User Complaint
registered.
Complaint No.
Online 2
Complaint Slip 1 allotted
Universus

Entry into the

7 CMS User will receive system

database
6 generated SMS when his
complaint is rectified
3
SMS containing details 5 Dial into CMS and after
of complaint will be authentication change the
sent to concerned status of complaint
technician

4
Technician goes to the
premises of User and
Rectifies the complaint

Mobility, Convenience, Realization

 …..Contd
Location Id System
• For convenience of the users RMN system created.
But for convenience of MES the Location Id system
has been developed and linked to the RMN.
• This is necessary because the RMN will change with
the change of users but the Bldg Loc Id remains a
permanent Ref No. for the MES.
• The Location Id system uses a 8 digit Location
Number which is allotted to each house/ building in
the Cantonment.
• For the MES a data base is created dynamically of
all the buildings in the station which are on its
maintenance charge.

Mobility, Convenience, Realization

 ….. Contd

• Loc Id is allotted to each bldg in the Stn (incl all OTM

Accn) which can therefore be used as the start point of the
computerization by the MES of all buildings and will come
in handy for functioning, inventory control, billing plus
accounting by UA BSOs etc as each room of the bldg can
be allocated separate Loc Id.

• VIP and Emergency Complaints

• Option for Emergency Complaint has been included in very
first step.
• A hidden menu for VIPs complaints has been created.
• PS - Both emergency complaints and VIP complaints are
escalated to the GE/AGE imdtly (configurable)

Mobility, Convenience, Realization

User Process for IVR

Mobility, Convenience, Realization

 FURTHER IMPROVEMENTS …..Contd

• SMS Complaint Booking Application

• Facility to book complaints by sending SMS

has also been given.

• This avoids going through the IVR call flow

and saving time.

• It can be done unobtrusively and quietly

e.g. from a hospital, school, officers mess,
cinema hall etc

Mobility, Convenience, Realization

Complaint Through SMS

Mobility, Convenience, Realization

 Mobile App Option

• Mobile App Complaint Booking Application

• Considering growth of smart phones and people

preferring to use those a Facility to book complaints
through a Mobile App has also been added now.

• This is very quick and convenient – just download the

app and register it once.

• Thereafter log in and register your complaint (drop

down boxes provided for convenience) or check status
of previous complaint.

Mobility, Convenience, Realization

Mobile App Process

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….Contd

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Flyer GE MCTE Mhow

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Mobile App –First Screen

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Login

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Dashboard for Admin

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New Complaint From User

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Notifications

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New Complaint For JE/Supervisor

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Summary For Technician

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Rectify Status For Admin and Technician

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Registered Complaints

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Dashboard for Tech Staff

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Dashboard for GE

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Dashboard for GE – Complaint Summary

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Dashboard for GE – Complaint Source

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Dashboard for GE – Complaint Category

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Dashboard for GE – Last 5 Complaints

Mobility, Convenience, Realization

 Stake holders

Role of Stakeholders

Customer/User Can Lodge Complaint and also see the

status of the Complaint
Supervisor Can Assign the Complaint to the technician
and also can Update the status of the
complaint
Technician Can see the complaint and report rectified
or solving the problem
Administrator / Staff View the reports and the list of reports.
Officer / Manager

Mobility, Convenience, Realization

Mobility, Convenience, Realization
Mobility, Convenience, Realization
Mobility, Convenience, Realization
 Reports and Statistics
Reports

Graphical Summary Detailed

•No. of Complaints received
*Complaints Registered*
•Rectified Complaints*
•Pending complaints*
•Calls for complaint status
•Calls for operator transfer
•Inventory Stock
•Offline complaints
*Daily Reports – configurable by GE* -by area, type, JE
Or by time delayed etc..

Mobility, Convenience, Realization

 Benefits of ICMS
• Easy-to-use. User need not go to Complaint Cell at all.
• Round the clock service. Complaints can be registered from any
place and all complaints would be handled efficiently by a single
complaint center. 100 % registration of complaints ensured.
• Proper Statistics & Reports incl Inventory Control and status
available to Administrator in charge for better control and analysis
• Easy -to-use for the technicians also :-
They can access complaints from anywhere / anytime and
Report the status/feed back from anywhere/anytime
• Increase in Efficiency of service staff & technicians.
• Quicker resolution of Complaints leads to greater User satisfaction
– and improves image of MES

Mobility, Convenience, Realization

 Why Alliance
• Tested & Proven Quality

• Have Very Good Understanding of User Requirements

• Provide Customisable solutions to address varied needs

• Statistics and Reports customised to meet User needs

• Professional Services with Prompt Delivery

• Strong Commitment to Clients and Efficient After Sales

Support

Mobility, Convenience, Realization

 Customer Support
We are always available. You can contact us at any time by any
of the following means:-

Send Email – info@alliance-infotech.com

Login Website – www.alliance-infotech.com/support

Call us at Tele – 91 11 40517700/ 7719/ 7728

Or Fax – 91 11 4051 7706 giving problem

We will respond within 4 working hours

Mobility, Convenience, Realization

 Further Doubts / Queries ?

Want more details or have any queries or any

concerns? Please contact:-
Alliance Infotech Pvt Ltd
Tel – 011- 40517700 or
011-40517705 (direct)
9811016321 (Mob)
Fax – 91 11 4051 7706
Email – info@alliance-infotech.com

Mobility, Convenience, Realization