FEDCO launches 24X7 state-of-the-art Central Customer Care Unit in Meghalaya

SHILLONG, Nov 26: Feedback Energy Distribution Company (FEDCO) has launched a state-of-the-art Central Customer Care Unit in Meghalaya to provide quicker resolution to issues faced by its electricity customers in the State.

Consumers can reach out to FEDCO anytime by just dialing its Central Customer Care number 7894 300 300 for instant lodging of complaints and faster resolution to their issues. Consumers will also get the comfort to choose their preferred language–Khasi or Garo–through Interactive Voice Response System (IVRS). This will make the complaint registration process seamless for the consumers.

FEDCO operates as a distribution franchisee in Odisha and in Meghalaya’s four sub-divisions–Mawsynram, Mawkyrwat, Nangalbibra and Phulbari. It is one of the few successful examples in the country where private participation has ensured better management of electricity distribution in predominantly rural areas.

“Core of FEDCO’s strategy towards consumer service has always been through the adoption of technology for our rural and urban consumers. The key for success to every business is customer satisfaction. And when you have customer count in millions then adopting smarter solutions that allow us to listen to the voice and opinion of the customer directly is the key to understanding their needs better,” said Devtosh Chaturvedi, Managing Director, FEDCO.

FEDCO’s Central Customer Care Unit is powered by an in-house developed software for better, faster and smarter consumer complaint management. FEDCO’s customer care management software ‘DL Connect’ comes with a bottom up design approach to address customer concerns.

‘DL Connect’ is completely configurable to work with existing legacy systems and databases. It deploys innovative approach for managing current and potential customers in a utility framework.

The tool uses data mining to drive an organization’s relationship with customer. Be it disputes, concerns, complaints, new customer requirements, ‘DL Connect’ addresses these all.

“To mitigate the challenge of consumers, especially from rural pockets, FEDCO has developed this customized customer care unit that will enable process automation and better customer relation management,” said Samarjit Mohanty, Chief Executive Officer, FEDCO.

FEDCO is a 100 per cent subsidiary of Feedback Infra. It provides electricity to consumers across areas in Odisha and Meghalaya. FEDCO services nearly 75,000 customers in Meghalaya with an objective of creating greater operational efficiencies, better load management and improvement in consumer services.