Rollout of CRM (Complaint Management Solution) (IT 2.0) w.e.f. 07.03.2025

Rollout of Complaint Management Solution(CMS) (IT 2.0) w.e.f. 07.03.2025

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The Department of Posts (Technology Division) has announced the rollout of the Complaint Management Solution (IT 2.0), which is set to go live from 07.03.2025. This new solution, developed by the Centre for Excellence in Postal Technology (CEPT), will replace the existing SAP CRM solution under CSI 1.0, enhancing the efficiency and effectiveness of complaint resolution within the postal network.

Key Highlights of the Rollout

1. Development & Training:

   • CEPT has developed the Complaint Management Solution (CMS) as part of IT 2.0.

   • A Master Trainer's training session was conducted by CEPT on 24th & 25th February 2025.

   • End-user training was subsequently conducted by Master Trainers at various circles.

   • Circles have performed User Acceptance Testing (UAT), and reported issues have been addressed by CEPT.

2. Readiness & Implementation:

   • The competent authority has assessed the solution's readiness in consultation with CEPT and Circles.

   • Based on this assessment, the decision to roll out CMS on 07.03.2025 has been finalized.

3. Operational Guidelines & Support:

   • CEPT & CS Division have provided operational guidelines, role assignment instructions, and training materials to all circles.

   • Details regarding the HDMS Portal for raising technical support tickets have also been shared.

   • Circles are required to complete data sanitization, role assignments, and end-user training before the rollout date.

   • For technical assistance, circles may contact CEPT at servicedesk.cept@indiapost.gov.in.

Expected Benefits of CMS (IT 2.0)

• Enhanced Complaint Resolution: A streamlined and efficient system for complaint management.

• Improved User Experience: Better interface and functionalities for postal employees and customers.

• Data Accuracy & Transparency: Improved data handling, tracking, and resolution efficiency.

• Centralized Management: Seamless coordination between various postal circles and divisions.

The Department of Posts remains committed to leveraging technology for better service delivery. Circles are urged to ensure proper implementation, role assignments, and training to make this transition smooth and effective.

For any queries or support, circles can reach out to CEPT's Service Desk at servicedesk.cept@indiapost.gov.in.

This rollout marks a significant step towards modernizing postal complaint management, ensuring greater efficiency and customer satisfaction across India.

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