Our client is mandated to establish a communications and multimedia industry that is competitive, efficient, and increasingly self-regulating. They strive to promote access to communications and multimedia services and ensure consumers enjoy choice and a satisfactory level of services at affordable prices.
Telecom consumers can submit complaints to their respective service providers via various means such as email, phone, and online portals. Our client – the regulatory authority – had no central system where they could view the status of these complaints. They had to scan information across multiple systems to gather this raw data and then use a combination of Excel sheets and documents to arrive at meaningful conclusions.
We developed a software system that consolidated complaints data from internal complaint management systems of telecom service providers. In addition, consumers could lodge and escalate complaints directly to the regulatory authority. The system provides a holistic view of the performance of the service providers with respect to complaint resolution.
The system implements various business rules to auto-escalate the complaints, and assign them to the internal departments at the regulator for further follow-up. Complaints are across service categories such as cellular, wireless, radio with thousands of sub-categories.
The software we developed applies statistical analysis on the data to determine which areas need the most attention and helps our client drill down to the problematic cases. This enables our client to monitor telecom service quality levels nationwide.