State electricity & water boards
Handle high-volume consumer complaints across feeders and zones, with field-team dispatch and SLA timers per category.
Product
iBoss CMS
A complaint platform that gets the routing right the first time.
Built originally for a state utility handling hundreds of thousands of consumer complaints a year, iBoss CMS has since gone into municipal grievance cells and financial-services complaint desks. Intake, routing, escalation, and audit, in a single workflow that an agent can learn in a morning.
Capabilities
What the platform handles.
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Real-time intake
Web, mobile, and call-center channels into one queue.
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Geolocation tagging
Every complaint pinned to a feeder, ward, or branch.
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Auto-routing
By category and area, with role-based ownership.
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Multi-tier escalation
SLA timers with escalation up the chain on breach.
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Manager dashboards
Open volume, age buckets, breach risk, by team.
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Citizen notifications
SMS, WhatsApp, and email status updates.
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Audit trail
Every state change with actor, time, and reason.
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API + webhooks
Push events out to your data warehouse or SIEM.
Built for
Where this works.
Municipal grievance redressal cells
Citizen-facing intake portals plus internal routing across departments, with public-facing status visibility.
Financial-services grievance redressal
Regulator-friendly intake, classification, and resolution tracking, including categorisation aligned with regulator templates.
How it integrates
API-first, role-aware, deploys where you want.
CMS sits behind a clean REST API and emits webhooks for every state change, which means your existing call-center telephony, CRM, or notification gateway plugs in without screen-scraping. SSO via SAML or OIDC, role-based access down to the field level, and a permissions model that supports both flat agent pools and hierarchical regional structures.
We host it on your cloud or ours. The codebase and data residency can sit in India or the US. iBoss Tech Solutions is ISO 27001 certified, and the operational handover is the same engineers who built the integration, not a separate support tier.
Outcomes
What customers see after rollout.
Ranges across active deployments. Exact numbers depend on baseline volume, channel mix, and how mature the existing process was.
- −40-60%
- Time to resolve complaints
- 2-3×
- Throughput per support agent
- >95%
- SLA adherence on routed tickets
See iBoss CMS on your own data.
A walk-through with one of our engineers takes about thirty minutes. We'll mock up your intake categories so the demo is recognisable.