Case Studies

Government Case Study
Our client is an independent, non-profit , government organization established in 2003 with aim to defend and educate consumers on issues such as the quality, safety and pricing of goods & services. To spread awareness regarding misleading product claims and advertising tactics.

  • Centralized complaint handling platform for registering consumer complaints
  • Integration and Customization of smart tool to track, retrieve and follow up on complaints received
  • Categorizing the Complaints, Queries, Suggestion in smart tool
  • Training and education of call centre staff on consumer complaints and client standard operating procedures
  • To setup a centralized call centre platform for consumer query and complaint handling across the Sultanate of Oman
  • Better management of complaints to restore trust and reduce the risk of litigation, through open communication and a commitment to learn from the problem and prevent its recurrence
  • Provide information to quality inspectors across different regions of the country
  • Infoline deployed solution (Call centre) which was integrated with smart tool (for complaint life cycle management) to provide unified view of entire activity
  • Out tool ensured generation of unique complaint ID for every complaint recorded
  • SMS gateway was integrated with smart tool for easy reference and follow up
  • SMS triggered to quality inspectors along with Caller name, contact no, complaint id and summary of the complaint
Value Add
  • Efficient complaint management and consumer support
  • Infoline smart tool offered client a convenient platform for requesting, tracking and delivering workplace services through a centralized web based self-fulfillment center
  • Automated dispatch and service request routing via Infoline smart tool
  • Complete complaint lifecycle management
  • 100 % of all calls recorded for quality assurance and management of complaints