Staffing and running the 1912 Common Customer Care Centre and Suvidha walk-in agents for SBPDCL and NBPDCL, Bihar, run with the same operational discipline as our software.
A single toll-free number (1912) gives SBPDCL and NBPDCL's power consumers one place to reach for supply interruptions, billing disputes, meter faults, or a new connection, staffed 24×7×365 so a complaint at 3am gets the same response as one at 3pm.
Phone (IVRS), AI-based chatbot and voice-bot, WhatsApp, SMS, email, missed call, mobile app, website, and social media: every complaint logged, tagged, and tracked to resolution through one CRM.
Dedicated in-person service counters give consumers a face-to-face channel for new connections and complaint registration, not just a phone line.
Complaints are categorized and routed to the right field team, then escalated automatically if they aren't resolved within the defined time window.
Call handling time, resolution quality, and abandonment rate are tracked against defined service levels, run with the same operational rigor as our software.
✅ Source: Experience Certificate issued by South Bihar Power Distribution Company Limited (O&M Department, signed by the Chief Engineer), confirming the engagement is certified and currently ongoing under Letter of Award No. 09 dated 01.09.2025.
See also the related spot billing & revenue collection system, operated as part of the same power-sector engagement.
