The Utilities sector is the closest sector to every end-consumer. It also requires a lot of human effort due to the need of continuous field presence for activities like installation, maintenance, upgrade, meter reading, billing, collections, restoration and emergency services.
We provide two delivery models for this sector: the Centralised and the Hub-and-Spoke model, based on the client needs and the coverage required. We also provide the field services which helps with the last-mile connectivity with the end-consumers. Field services include spot billing, generating bills, field collections and more.
We cover Residential as well as Commercial customers, and both the private and public entities.
- We provide services for the following categories of Utility companies:
- ● DISCOM (Power Distribution companies)
- ● Water Department
- ● Municipal Services
Our DISCOM Capabilities
Call Center | Fault Rectification | Tracking & Escalation | Vehicle Tracking System (VTS) | Fleet-on-Street Services | Back Office |
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Voice – Inbound & Outbound
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Integrated Solution for DISCOMs
Software and integration is an integral part of the solution and improves ops. efficiencies
Analytics helps derive patterns of incidents & the proactive steps that can be put in place
CALL CENTER
- ● 24x7 call center with toll-free number for the entire DISCOM
- ● Shift wise rostering given by the DISCOM with answering target of 60 seconds
- ● Allocation of 'no current' complaints to the FRT team within 90 seconds of registration
- ● Tracking of pending complaints every 45 minutes, vehicle tracking through GPS
- ● Uniform & ID Card compliance
- ● Confirmation of complaint closure with consumer
- ● Escalation of ‘out of scope’ complaints to DISCOM

FRT OPERATIONS
- ● 24x7 deployment of Light Commercial Vehicles (LCV) equipped with GPS navigation system, T&P equipment and trained manpower (lineman, electrician, driver, etc.)
- ● Uniform & ID Card Compliance
- ● Vehicle-linked Service Level Agreements: GPS, make and model & availability
- ● Visit & resolve no current complaints within 02 hours of registration
- ● Sign-off from the consumer
- ● Escalation of out-of-scope complaints with 2:30 hours of registration
- ● Assist DISCOM officials in maintenance of LT systems

INTEGRATED SOLUTION
Timely Complaint Resolution
Improved Service Standards
Enhanced Customer Delight
Enhance DISCOM Image
Transparent Approach
A better model for FRT
Traditional FRT Method | Advanced FRT Method (what we do) |
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DISCOM Customer Complaint Management Lifecycle - Integrated solution

Automated complaint forwarding to field staff on smart phone
Consumer gets a link to see the location of the complaint vehicle
Acknowledgement by the consumer on smart phone
Complaint Handling Wagon (CHW)

Road safety training
Electrical toolkit
First aid kit box
Fire extinguisher
Towing rope
Complaint Handling Bikes (CHB)

Road safety training
Electrical toolkit
First aid kit box
GPS tracker
Mobile-based Attendance System
Few work areas - Maintenance on LT & HT lines






Initiatives taken Identification and Reporting of accident-prone locations



FRT team is reporting dangerous locations and capturing pictures with longitude and latitude
Visit by safety officers and written communication given to DISCOM officers for rectification
Initiatives taken Safety awareness steps and Health check campaigns
- ● Always use safety gloves and shoes. Do not compromise on your safety.
- ● Confirm the feeder supply for correct shutdown. Ensure proper shutdown.
- ● First shutdown HT line supply in case of overlapping on LT pole line.
- ● Ensure shutdown while working on and nearby transformers.
- ● While working on lines, safeguard by shorting it with earth rod or chain.
- ● Fix ladder on plane surface for proper balancing. Always use helmets while working on any type of fault. Ensure that surrounding area is safe to work.
- ● Remove if any reptiles are found inside the pillar box.
Field Staff - Attendance Solution and Rostering
CHW | CHB | |
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GSM-based Biometric System - Fixed Solution Mobile-based - Attendance System GSM-based Smart Watch - Attendance System |
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Automated Manpower Rostering |
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System features
Mobile Application Based Attendance System | Mobile Based/ Web Based/ Smart Watch |
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Compliance and Employee Benefits
Compliances | Employee Benefits |
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Safety Trainings

- ● Safety Glasses
- ● Safety Helmet
- ● Safety Harness
- ● Rubber Sleeves
- ● Rubber Gloves - 11kVA tested
- ● Electrical Discharge Rods
- ● Earthing Chair
- ● Safety Shoes
- ● Live line Tester - upto 11 kVA
Safety Trainings




Our DISCOM clients - Present and Past
The client logos have been used for representation (and with not legal implications) and they constitute past and present clients.





Client appreciations

Tripura State Electricity Corporation

PSPCL - West Circle

PSPCL – East Circle (Sundar Nagar)

PSPCL – East Circle (CMC division)

TSECL (Smart Customer Care Systems - SaaS)
