BSES (Bombay Suburban Electric Supply), now part of Reliance Infrastructure, serves millions of consumers across Delhi with services such as bill payments, new connections, meter complaints, and customer support.
Challenge:
BSES customer care centers were struggling with long queues and overcrowding due to heavy daily footfall. Customers were often unsure which counter to approach for billing, complaints, or new connections. Manual queue handling led to confusion, longer waiting times, and customer dissatisfaction. Additionally, management lacked real-time data to monitor staff efficiency and customer flow.
Solution:
Databyte implemented a comprehensive Queue Management System (QMS) across BSES service centers to streamline the customer experience. The system included self-service token kiosks, smart digital displays, and a central analytics dashboard.
Key highlights of the solution:
- Self-Service Token Generation: Customers generate tokens at kiosks or reception desks, categorized by service type (billing, complaints, new connections, etc.).
- Smart Displays with Audio Announcements: Real-time guidance helps customers reach the right counters efficiently.
- Service-Based Queue Allocation: Optimized service handling for different categories ensures faster resolutions.
- Analytics & Reporting Dashboard: Managers gain real-time insights into workloads, waiting times, and staff performance.
Results:
- Enhanced Customer Experience: Reduced waiting times and improved clarity on service flow.
- Operational Efficiency: Staff handled high footfall with ease and better organization.
- Data-Driven Management: Real-time monitoring enabled smarter decisions and improved service efficiency.
Looking to improve your customer service experience? Contact us to learn how Databyte’s Queue Management Solutions can help.