Tata Power, India’s largest integrated power utility, has replaced paper feedback forms by introducing automated feedback mechanism across all its centres. The objective of the initiative is to simplify the feedback process and enhance the consumer interface by creating a rich and meaningful experience for consumers.
The technology facilitates accurate control over feedback that is received at the respective centres. The feedback is collected real-time at a central server repository for generating effective analysis, resulting in reduction in response time for complaints received at customer relations centres (CRCs). Moreover, this feedback system is paperless and helps in saving 0.37 tonnes of CO2 emissions annually. The technology is cost-effective and integrated on a confidential platform.
Tata Power is India's largest integrated power company with a significant international presence. The Company has an installed generation capacity of 8521 MW in India and a presence in all the segments of the power sector viz. Generation (thermal, hydro, solar and wind), Transmission, Distribution and Trading.
