Tata Power deploys ‘Mobile-GIS’ for complaint tracking

A digitally automated and cost-effective system for customers in Mumbai to register complaints and track the technician’s location in real-time.

Tata Power has deployed a unique feature called ‘Mobile-GIS assisted system for Restoration and Care’ (maRC) for its Mumbai customers. It is a digitally automated and cost-effective system for the complete “customer trouble call management” including quality and effective tracking related to a power cut or outage complaints. 

The system sends a message to the customer on their mobile number upon registration of technical complaint with the link for ‘maRC’ which gives details pertaining to ETA (Expected Time of Arrival) of the technician assigned to attend to the fault. The application also enables easy tracking of the technician’s location in real-time on a Map. This offers ease and assurance to the customers that Tata Power has registered the complaint and is in the process of priority resolution.  

The ‘maRC’ system apart from engaging with the customer during a technical complaint also acts as an efficient complaint resolution tool. Once the technical complaint is resolved, the system gains immediate first-hand feedback on experience which can be done with just a few clicks on mobile. This experience connects through customer feedback serves as a measure for the company to further enhance its customer service in technical complaint resolution and ensure customer delight. 

Speaking on the innovations, Sanjay Banga, President – Transmission & Distribution, Tata Power stated, “We are glad to deploy the maRC feature for our Mumbai customers. Over the years, we have implemented several consumer-friendly practices which have been widely acknowledged by our customers. We will continue to introduce further innovations in technology to ensure smooth, secure services for our vast customer base in the coming years.” 

The new feature has been introduced in line with the customer-friendly features offered by various e-commerce giants such as Swiggy, Zomato, and cab-aggregators like Uber and Ola.

At present, any concern raised by a customer related to the power supply is proactively attended on site by Tata Power within less than 20 minutes. Besides this, Tata Power has achieved the best in India reliability indices under the ‘Not even 11min shutdown to all consumer in a year’ category (i.e. System average reliability indices 11 Min). 

Tata Power also gives its customers an opportunity to share their feedback.