Case Study: a large power distribution company achieves faster customer service and safer field workflows with Advaiya

a large power distribution company speeds request processing by 80% with Advaiya

Advaiya partnered with a large power distribution company in India to address significant operational and customer service challenges. The client was struggling with an outdated Digi Seva Kendra (DSK) system featuring bulky forms and manual workflows, a paper-based permit-to-work process causing delays and safety risks, and a legacy tech stack that was prone to crashes and lacked scalability. These issues resulted in operational bottlenecks and a heavy reliance on physical customer visits.

Advaiya implemented a modern Digi Seva Kendra portal and custom Power Apps to digitize customer service requests and enable mobile application tracking and bill payments. They also automated the permit-to-work process for faster approvals and real-time tracking. This solution led to an approximately 80% faster request processing time, a 90% improvement in user experience metrics, and a significant reduction in manual errors and operational overhead. Advaiya's intervention successfully reduced physical center load and call volumes, lowering the client's cost-to-operate.