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📡 Complaint-to-Resolution Automation for a Leading Telecom Service Provider – A Case Study by CPD Technologies

📡 Case Study: Complaint-to-Resolution Automation for a Leading Telecom Service Provider

Delivered by: CPD Technologies
Guided by: Mr. Varun Jain, Head – Digital Transformation

🧭 Introduction

In the highly competitive telecom sector, service quality and quick fault resolution directly impact customer retention. A leading telecom service provider was facing challenges in efficiently handling equipment-related complaints and tracking field service performance. The existing process relied on manual reporting, fragmented communication, and time-consuming escalations between client sites and the service warehouse.

To address this, CPD Technologies partnered with the organization to create a unified Complaint-to-Resolution Automation System that ensures real-time visibility, faster communication, and complete traceability — from issue reporting to resolution.

🚩 The Challenge

The client’s warehouse and service teams handled thousands of faulty telecom parts daily. Each issue was logged manually in registers or shared through emails , phone calls and Whats App creating data duplication and delays.

  • Manual issue logging caused inconsistencies and missing complaint data.
  • Photo evidence and details were uploaded separately, delaying record verification.
  • Creating MIS reports and client notifications took 6–8 hours daily.
  • No system existed for automated escalation or resolution tracking.

The client needed a digital system to centralize complaint data, automate report generation, and provide real-time insights to management — reducing manual dependency and response time.

💡 Leadership Intervention

Under the leadership of Mr. Varun Jain, CPD Technologies conducted process mapping at the client’s warehouse and field service operations. The team identified major data flow gaps and designed an automation model to digitize the entire complaint lifecycle — from equipment gate-in to issue resolution.

The focus was on building a real-time complaint management ecosystem integrated with photo capture, automatic escalation, and instant reporting to reduce turnaround time and improve accountability.

⚙️ The Solution: Complaint-to-Resolution Automation Platform

CPD Technologies developed a cloud-based platform that digitized every stage of complaint handling and technical service tracking. The system ensures that every part, complaint, and communication is logged, tracked, and closed with complete traceability.

1️⃣ Complaint Registration & Tracking

  • Digital form for fault logging with equipment ID, issue type, and photo upload.
  • Automatic generation of unique complaint IDs with real-time status tracking.
  • Integration with QR codes/barcodes for equipment verification at the warehouse.

2️⃣ Automated Escalation Workflow

  • Smart routing of complaints to relevant engineers or teams based on category.
  • Escalation triggers for unresolved issues as per predefined SLA timelines.
  • Email and WhatsApp notifications for task assignments and reminders.

3️⃣ Resolution Capture & Reporting

  • Field engineers update resolution details, upload images, and close tickets digitally.
  • Instant report generation with part details, images, and timestamps.
  • Automated summary sent to clients via email and dashboard.

4️⃣ Analytics & Management Insights

  • Live dashboard showing number of complaints logged, resolved, and pending.
  • Performance tracking by region, engineer, and part category.
  • Monthly analytics exported automatically in Excel/PDF formats.

🌐 Cloud-Based, Paperless, and Efficient

The platform replaced manual registers with a secure, mobile-friendly web application. Field teams now capture complaints on the spot, upload photos, and generate instant reports — enabling faster decision-making and measurable service quality improvements.

🚀 The Impact

  • 85% Reduction in complaint resolution time.
  • Instant Notifications improved coordination between clients and warehouse teams.
  • Automated Reporting reduced manual MIS preparation from 8 hours to 30 minutes.
  • Improved Accountability with SLA-driven tracking and escalation alerts.
  • Higher Client Satisfaction through transparency and data reliability.
📈 Key Outcome: The system streamlined communication, eliminated paperwork, and empowered management with real-time insights — creating a measurable improvement in service efficiency.

💬 In Summary

Under the guidance of Mr. Varun Jain, CPD Technologies delivered a powerful Complaint-to-Resolution Automation System that transformed telecom maintenance operations. The platform ensures speed, visibility, and data accuracy — enabling the service provider to maintain higher performance standards and stronger client relationships.

This project highlights how automation and leadership can convert a complex field-service workflow into a transparent, data-driven, and customer-centric process.

CPD Technologies
Complaint Management | Field Service Automation | Telecom Process Optimization

📞 +91 8800159719 | +91 8375893389
💬 Chat on WhatsApp | 📩 info@cpdtechnologies.in
🌐 www.cpdtechnologies.in

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