In emergencies like flooding, highway incidents, or urgent homelessness, citizens need 24/7 help. Out-of-hours partnership with Capita and Ealing Council, established in 2018, ensures all calls are answered. Capita approached Mastek Limited to develop a solution where customer advisors log complaints via TK Dialog, feeding data to Dynamics 365 CRM on Azure. Each council uses customized SharePoint sites to manage consultant shifts, and cases are assigned accordingly.
In this project, I integrated TKDialog, SharePoint, and Dynamics 365 CRM with custom Dot Net plugins and Microsoft Flow on Azure. I developed Power BI reports, coordinated change requests, and bug reports with project managers, and regularly interacted with clients. I managed a Jira portal with a 100% issue resolution rate, conducted testing with Selenium WebDriver and Cucumber, and received the 'Portfolio Excellence Award' for optimizing productivity and resolving a Power BI daylight saving issue, boosting client profits by 10%. I was also praised by Hammersmith and Fulham council for resolving Azure Active Directory issues.
Our large pool of customer service experts and advanced technology eliminates the need for costly in-house call handling. Our advisors provide personalized, 24/7 support, enhancing service efficiency and resilience, even in crises.
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