Electricity Distribution CRM
In a distribution company the request comes from the call centre, the fault from the field and the regulatory report from an entirely different table; once the same subscriber's record is spread across three places, nobody sees an overdue request in time.
Requests and fault records meet under the same subscriber; class, opening time and outage duration are fields, and quality indicators come from their periodic report.
- Run new connection, capacity increase, tariff and complaint requests from a single panel and track response times
- Classify fault notifications by the rule you define, assign them to field crews and monitor resolution time
- Set up the task plan for meter reading, maintenance and repair crews and measure their performance
- Keep service quality indicators and outage statistics ready for regulatory reports
| Subscriber Request Management | A request is opened as a record; its type and opening time are among its fields, and the response time is calculated from those dates and appears in the report. |
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| Fault and Outage Management | A fault record carries a class field; the assignment rule is bound to that field during setup, and the resolution time follows from the record's dates. |
| Field Operations Coordination | Meter reading, maintenance and repair jobs are tasks assigned to a person; how much work each crew closed is read from the task report. |
| Regulatory Reporting | Outage duration and customer count are fields on the fault record; quality indicators are produced from the periodic report of those fields. |
The moment an outage starts, two jobs begin at once: the field crew has to find the fault, and someone has to decide what to tell the hundreds of subscribers reaching the call centre. When those two run in separate places, not a single line about the fault ever lands under the subscriber's record; the record looks closed, while the subscriber still does not know what happened.
Rapitek CRM brings the request and the fault record together under the same subscriber; once the notification has been classified and assigned to the field, the elapsed time accumulates on the record. Because the same data turns into outage statistics and the service quality indicator at the end of the month, regulatory reporting stops being a separately compiled job. We build the connection to SCADA and outage management systems ourselves; there is no out-of-the-box module. If such a connection is needed, it is set up specifically for your project over our REST API, OAuth2, webhooks and import/export, and its scope is defined in writing during the discovery call.
What the plans cover and which items are priced separately are written on the pricing page.
