Pakistan State Oil (PSO) on Wednesday inaugurated online maintenance and fault management system. The system has been developed by ZAQSoft Private Limited. The Executive Director Customer Services PSO, Kalim Ahmed Siddiqui inaugurated the system. The structure combines customer relationship management with field automation to offer a complete online fault detection, diagnosis, and resolution system.
As soon as a PSO outlet complaint is received on the toll-free number, the number is recognised by the system and the profile of the site from which the call originates is automatically brought-up for the call centre agent.
Prompted by the system, with the help of key questions, the agent is able to perform the first level of diagnosis on possible causes in the case of minor problems, the agent walks the caller through the necessary steps over the phone, and closes the complaint.-PR