CRM brings multiple benefits to West Bengal Electricity Board
Executive Summary
From enabling a process oriented consumer complaints mechanism, to generating reports that senior management can use to channelize resources, technology has brought in key reforms at the West Bengal State Electricity Distribution Company Limited (WBSEDCL). In an era where service levels are being redefined by private players across sectors, like for instance, telecom, the company realized that it was only a matter of time before citizens started demanding more. Technology created a win-win situation for the company and its consumers.
