Subject: - Issuance of SoP (Standard Operating Procedure) for handling of complaints on CRM (Customer Relationship Management)-reg.
Download DOP SAP CRM SOP for handling complaints 2023 in PDF
All Head of Circles Addl. DG (APS) F.No. 006/5/2023-PG Government of India Ministry of Communications Department of Posts (PG Division) Dak Bhawan, Sansad Marg, New Delhi-110001, Dated: 04.09.2023
The SAP-CSI based Customer Relationship Management (CRM) portal was rolled out on 30.12.2019 and the Department moved on from legacy Computerized Customer Care Centers (CCCC) to advanced SAP-CSI based platform. This platform is also integrated with India Post Call Centre (IPCC). At present all the facilities (offices) excluding Branch Post Offices are auto mapped with CRM portal.
On rollout of CRM, "User Manual for CSI Complaint Management Processes.V1.1" was issued by service partner (TCS) and was shared with Circles. A Drive for effective and efficient utilisation of the CRM portal in the current environment was conducted from 1 June- 15 August 2023 in close partnership with the circles. The major learning of the drive was that complaints handling on CRM can be handled as an operational activity by each office upto Sub Post Office level with oversight by the administrative offices. Based on the experience, learning and insights from the Drive an SoP for effective and efficient handling of public complaints on CRM portal by optimally utilizing the reach and capabilities of the Department in the current IT enabled environment has been prepared.
The same is enclosed herewith for guidance and implementation. This may be shared with all concerned. It may be ensured that all offices and people involved are aware of their roles and responsibilities so that the overall outcomes can be achieved consistently by the Department.
3. This issues with the approval of competent authority.
