The Kerala State Electricity Board (KSEB) on May 09, 2022 has issued an Expression of Interest for revamping the existing Centralized Customer Care Centre (CCC) & Customer Relationship Management (CRM) software under the RDSS scheme and Centralized Customer Database (CCDB) under IT/OT Projects) to explore all the new features associated with CCC & CRM solution in order to prepare a fool proof RFP & SRS (System Requirement Specification) to carry out the work of supply, installation, integration & commissioning of Call Centre & Customer care solution including CRM software, Call Management, complaints management, Complaint resolution interface, Mobile App for field staff, Voice bot, Chatbot, Outage Management System (OMS), Mail management, etc. for KSEBL. Full revamping of CCC & CRM software is envisaged and the new software is to be integrated with all the existing applications & software and to arrange a presentation covering the technical Solutions offered by the firms, before a committee constituted for the purpose after the submission of the Eol by the firms.
[Order No.390/2022]
