Telangana State Northern Power Distribution Company Limited (TGNPDCL) is a key public utility responsible for electricity distribution across Telangana, serving a diverse consumer base spanning domestic, commercial, agricultural, and industrial customers.
With consumers across urban, semi-urban, and rural areas, TGNPDCL wanted to modernise complaint management, reduce pressure on call centre teams, and make customer support more accessible and responsive.
The Challenge
- Fragmented complaint channels made registration and follow-up less efficient.
- High call volumes and repetitive queries placed additional pressure on agents.
- Lack of platform integration resulted in duplication and longer resolution cycles.
- Limited after-hours support created a need for 24/7 customer assistance.
The Solution: An Integrated Customer Service Ecosystem
TGNPDCL deployed a multi-pronged ConVox solution combining ConVox CCS, Ticket Management System, WhatsApp Chatbot, and Direct Calling Integration with Engineering Staff.
ConVox CCS streamlined call handling, IVRS-based complaint registration, and performance analytics. The Ticket Management System (TMS) unified complaints from IVRS, live agents, and chatbots, with real-time dashboards and customised assignment and escalation workflows.
Through WhatsApp, consumers can register complaints, receive service updates, connect with live agents when required, and provide feedback within the same conversation.
Direct calling integration also enables consumers to connect with the appropriate engineering personnel through call patch APIs and click-to-call functionality, improving communication and accountability.
The Results
- Higher Consumer Satisfaction through faster complaint registration and resolution.
- Reduced Operational Load through IVRS and WhatsApp automation.
- Improved SLA Compliance through centralised tracking and escalation.
- Greater Accountability with end-to-end complaint visibility.
- Scalable Digital Infrastructure for future digital initiatives.
TGNPDCL is moving towards a more connected customer service model—where consumers can raise issues, track progress, receive updates, and reach the right support team through the channels they already use.
