There is the whole lifecycle from Fault to Resolution. The Crown Interactive platform not only empowers customers to report faults using Unified Self-Care and other means but also equips the Utility providers by assigning field force for resolution, thus resulting in Customer Satisfaction.

Customer satisfaction is the prime objective of any Utility provider and having an effective fault and field force management system goes a long way to achieving this objective. Faults can be reported by customers through the self-service channel which is a website and/or mobile applications created by Crown Interactive. These faults will automatically be entered into the system and once they are logged they will be allocated to an engineer to resolve the fault.

Customers can also call in to report these faults that would be logged on the system by an administrator at the Utility Service provider. The administrator and engineers would also be able to report faults discovered by them.

The Fault Management System allows our clients capture engineer details and categorize based on their skillset and availability and this ensures faults are resolved efficiently.