about the project
To streamline beneficiary access to government schemes and services, CM-Elevate deployed a unified digital platform and helpline—enabling citizens to register, submit forms, and receive real-time assistance across departments.
Reviewed on
5/5
31 Reviews
6,000
+
calls logged and resolved via dedicated helpline.
100
%
digital registration and form submission
24X7
cloud-based VOIP support system
The Chalange
- Fragmented data collection across multiple government departments
- Lack of digital access for citizens in remote districts
- High volume of beneficiary inquiries with varied support needs
- Pressure to ensure timely, empathetic responses and accurate assistance
What We Delivered
- Citizen-facing digital platform for registration and form submission
- Cloud-based VOIP helpline staffed by trained agents fluent in local languages
- Real-time call logging, resolution tracking, and feedback capture
- Unified backend for cross-department data management and reporting
Our Approach
Marketing Wire designed and operated an end-to-end system combining tech and human support. The platform simplified access to schemes while the VOIP helpline—backed by multilingual support and real-time tracking—handled over 6,000 calls. Field-driven feedback loops were built into both the backend and helpline workflows, empowering continuous service improvement.
Why It Worked
- 6,000+ calls resolved through the VOIP helpline—covering registration, eligibility, and technical support
- 24x7 availability ensured citizens could get help regardless of time or region
- >80% first-call resolution rate, reducing bottlenecks and rework for support teams
- Fully digital registration and form submission for schemes across multiple departments
- Centralized system allowed seamless data management and retrieval—cutting form-processing time by 40%
- Multilingual support across Khasi, Garo, and English improved accessibility for remote beneficiaries
