HappServe is a web-based enterprise solution that allows the Education Department of State Government to enhance citizen satisfaction through comprehensive service management, and efficient service delivery with minimum costs. It is a dedicated call center where the citizen can log a complaint from a landline or mobile and respective officers become responsible for complaint resolution.
HappServe automates the entire complaint process right from registration to closure and enforces service-level policies to ensure the complaint gets attended to within the desired timeline or gets escalated to higher authorities for their attention and intervention.
Supports multi-point (call-center desk, walk-in at respective offices, online through a web portal, SMS & E-Mail, Miss Calls, Mobile App, IVR, Call back service) complaint registration.
Citizens can register multiple complaints in one go with ease as a citizen can register complaints for multiple problems for different locations in a single call.
Registered complaints get allocated to the concerned department officer automatically based on the scientific algorithm engine built into the system and allocation matrix defined – No manual intervention & hence errorless operation. The system automatically sends an SMS to the department officer alerting him/her of the complaint. It helps the ULB officer to take action on the complaint from anywhere.
Allocated complaints can be easily reallocated to another Officer of the same branch or another branch.
The department officer needs to resolve a complaint within a specified SLA period. Visit-wise details of work done on the field are filled in by field supervisors in Field Call Report (FCR). This enables the system to keep track of the visit-wise / date-wise work done on-site & hence history gets maintained.
The call center captures customer feedback on the services rendered by calling the complainant. This "Happy Calling" helps in evaluating the standard of the service.
Citizen has an option on the website to voluntarily provide their feedback on the complaint redressal process and also to comment on the satisfaction/dissatisfaction received by them while using the system.
The citizen can re-open the complaint by calling a call center, if not satisfied. Re-opened complaints are escalated to higher authorities.
HappServe provides the facility to set up allocation matrix for ULB’s employees in resolving the various categories of problems for the area for which he/she is responsible to look. This setup helps the automatic complaint allocation to the employees. ULBs can set up an escalation matrix for departments at various levels and define a mode of escalation communication for each of these levels and their frequency.
The system automatically escalates the complaints based on SLA, escalation matrix, and the frequency defined. It has facility to define standard SLA hours for each problem defined in the system.
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