CRM Vidhya Samiksha Kendra (VSK)
MEGHALAYA
Solution for Government Internal Functioning
Education
Published By: SeMT
The Customer Relationship Management (CRM) application, created for Vidya Samiksha Kendra (VSK), Meghalaya, is used to track interactions with various department stakeholders like school principals and Cluster Officers. The application manages these interactions through call logs and tickets.
Project Details
Brief Background
The Customer Relationship Management (CRM) application is built for the Vidya Samiksha Kendra (VSK) in Meghalaya. Its primary utility is to track and manage interactions with various department stakeholders, such as Cluster Officers and School Principals, through call logs and tickets.
The CRM functions as a Call Management System (CMS), allowing calls to be made directly from the application. Tickets can be created against these calls to track and resolve issues. The system is also equipped with a bulk upload feature for tickets, which is useful for allocating outgoing calls to various agents. Additionally, an Interactive Voice Response (IVR) system is available to route incoming calls efficiently. The platform's home screen provides a comprehensive view of call details, agent status, and ticket information, giving a holistic overview of all activities. Admins can also manage users and a knowledge base with FAQs, videos, and documents to support the agents in their work.
Objective
Objectives of CRM are:
1. To give hand-holding support to stakeholders, such as Cluster Officers and School Principals.
2. To make regular calls to provide necessary updates on a particular scheme that the education department wants to convey to schools.
Benefits
The CRM's utility lies in its ability to centralize and streamline communication and data management, which are core objectives of the VSK project.
Benefits of the CRM for the VSK project include:
1. Real-time Monitoring and Data-Driven Decisions: The CRM is a component of the VSK's larger data-driven approach to education. The CRM allows for the real-time monitoring of various projects and activities by aggregating data from different sources. This provides a "centralized monitoring dashboard" for administrators to "see" actionable insights from aggregated data. It helps in making timely interventions and informed decisions based on data analysis.
2.Enhanced Stakeholder Communication and Hand-Holding Support: The CRM facilitates direct interaction with stakeholders like Cluster Officers and School Principals through a dedicated call center. This enables the department to provide "hand-holding support" and necessary updates about schemes. It helps address grievances and simplifies processes, enhancing transparency and accountability among stakeholders.
3.Improved School Management and Accountability: The CRM helps track issues related to daily attendance reporting and mid-day meal services. By making regular calls and creating tickets, the system can monitor non-compliance and track progress, leading to timely actions and improved school management. It also helps to "streamline processes, creating transparency and driving accountability" within the system.
4.Efficient and Organized Data Management: The CRM provides a structured way to manage interactions. The use of categories, subcategories, topics, and a knowledge base helps to organize information, ensuring that agents have access to relevant FAQs, documents, and videos to address stakeholder queries effectively. This structured data is crucial for the VSK's goal of leveraging technology to analyze data meaningfully using AI and machine learning.
5.Streamlined Operations: The system's features, such as the bulk upload of tickets for outgoing calls and the IVR for incoming calls, streamline operations and improve efficiency. This is vital for managing the large-scale communication required to support a vast number of schools, teachers, and students.
Implementation Methodology
The implementation of the VSK Meghalaya CRM system followed a structured methodology, beginning with key functional and technical tests before its phased release. Initial testing of the application focused on core functionalities vital for a streamlined user experience and efficient operations. This included comprehensive testing of the ticket creation and management process, as well as the functionality for user account creation. The application's knowledge base features were also thoroughly tested, including the ability to upload and download FAQs, ensuring that a crucial support resource for help desk executives is readily available.
A critical component of the testing phase involved the IVR (Interactive Voice Response) system, which was tested for its ability to route incoming calls accurately based on user-selected language options: Garo, Khasi, and English. This multilingual functionality is essential for effective communication across the diverse linguistic landscape of Meghalaya. Following successful internal testing, the application is now being formally released to government officials. The CRM’s phased rollout plan will expand to include teachers of all schools as the help desk executive team's strength increases.
Implementing Agency Details
Name of implement agency
Hitachi MGRM Net Ltd
Name of Representative of Agency
Representative Agency Email
meghalaya.support@hitachimgrmnet.com
