Rollout of Grievance Management Solution 1.5 (CRM 1.5) in Post Offices
Rollout of Grievance Management Solution 1.5 (CRM 1.5) – Training & Implementation
Bengaluru, 28th February 2025
The Department of Posts, India, is set to introduce the Grievance Management Solution 1.5 (CRM 1.5) as a step towards CRM 2.0. This initiative, developed by CEPT, aims to enhance grievance redressal efficiency and streamline customer service processes.
Training Program for CRM 1.5 Implementation
As per the directive from the Circle Office (Email dated 27.02.2025), a structured training session has been scheduled to equip officials with the necessary knowledge and skills to navigate the new CRM system.
Key Details of the Training:
- Trainer: Smt. Savitha D, Master Trainer & Instructor, DTC Madikeri
- Date: 3rd March 2025 (Monday)
- Time: 14:30 hours
- Mode: Online (Training link to be shared shortly)
- Participants: All WCTC/DTC Instructors and Divisional Office OAs/officials dealing with the PG/CS branch
- Mandatory Attendance
Responsibilities & Action Plan
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Cascade Training Approach:
- The trained WCTC/DTC trainers must impart training to HO/SO staff by 5th March 2025.
- The training should cover all functionalities of the new CRM portal to ensure a smooth transition.
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Submission of Training Completion Report:
- The training completion report must be submitted to the concerned office by 6th March 2025 (10:00 AM).
Importance of CRM 1.5
CRM 1.5 is expected to bring significant improvements in handling customer grievances, reducing response time, and enhancing service quality. The initiative is a crucial step towards the full-scale implementation of CRM 2.0, aligning with the department’s commitment to digital transformation and customer-centric service.
Call to Action
All concerned officials are requested to ensure full participation and cooperation in the training sessions to facilitate a seamless rollout of CRM 1.5. Further updates and the training link will be shared in due course.
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