Nigella Helpline Management Solution (NHMS)
Efficiently Manage Support Calls and Track Issues
Comprehensive Helpline Management Platform
Nigella NHMS is a comprehensive helpline management platform designed to help non-profits, government agencies, and social service organizations efficiently manage inbound support calls, track issues, and ensure timely follow-ups.
With NHMS, organizations can provide high-quality support to beneficiaries, resolve queries faster, and maintain structured records of all interactions, ensuring accountability, transparency, and service quality.
Why NHMS is Essential for Your Organization
Powerful features designed to optimize helpline operations and improve service delivery
Streamline Helpline Operations
Handle high call volumes efficiently without losing track of issues.
Maintain Quality & Consistency
Standardize responses with integrated knowledge base and scripts.
Ensure Timely Follow-Ups
Track every case and schedule callbacks automatically.
Enhance Accountability
Assign, escalate, and track all tickets for full visibility.
Monitor Performance
Generate reports and analytics to measure call resolution efficiency.
Key Features of NHMS
Complete toolset for managing calls, tracking cases, and ensuring service quality
Call Logging & Triage
- • Quickly capture caller information and issue details
- • Categorize calls based on urgency, type, or program area
- • Ensure all cases are recorded accurately for tracking and reporting
Ticket Management
- • Assign tickets to operators or teams for prompt action
- • Escalate unresolved cases to higher levels automatically
- • Track status, resolution time, and follow-up actions
Reporting & Analytics
- • Generate real-time reports on call volumes, response times, and issue categories
- • Analyze operator performance and helpline efficiency
- • Export data for audits, management review, or donor reporting
Knowledge Base Integration
- • Provide operators with instant access to guidelines, scripts, and reference materials
- • Ensure consistent responses and faster query resolution
- • Reduce dependency on manual documentation or supervisor intervention
Callback & Follow-Up Scheduling
- • Automatically schedule callbacks for unresolved cases
- • Track follow-ups to ensure no case is forgotten or overlooked
- • Maintain full audit trails for beneficiary engagement and accountability
Benefits of NHMS
Transform your helpline operations with powerful management capabilities
OPERATIONAL EFFICIENCY
Centralize helpline operations and reduce manual tracking.
IMPROVED BENEFICIARY EXPERIENCE
Ensure timely and professional responses to every query.
ENHANCED ACCOUNTABILITY
Track and monitor tickets from intake to resolution.
SCALABLE SOLUTION
Suitable for small NGOs to large multi-region programs.
DATA-DRIVEN INSIGHTS
Use analytics to optimize staffing, scripts, and service processes.
Who Can Benefit from NHMS?
Non-Governmental Organizations (NGOs) managing support lines for beneficiaries
Government Helplines providing public services and citizen support
Social Service Programs needing structured case and call tracking
Donor-Funded Programs requiring accountability, reporting, and follow-up mechanisms
Why Choose Nigella NHMS?
Purpose-built for helplines in the social sector
Sector-Specific Design
Designed specifically for helplines in the social sector with features tailored to your needs.
Confidentiality & Security
Ensures confidentiality, accountability, and data security for all interactions.
Centralized Platform
Centralizes call tracking, ticket management, and reporting in one comprehensive platform.
Quality Monitoring Tools
Provides tools for efficient follow-ups and service quality monitoring.
Every Call Counts
NHMS ensures that no call goes untracked and no case is left unresolved. With automated workflows, intelligent routing, and comprehensive reporting, your helpline team can focus on what matters most — helping beneficiaries.
From the moment a call comes in to final resolution, NHMS provides complete visibility and control over every interaction, ensuring quality service delivery and accountability at every step.
Empower your team with the tools they need to provide exceptional support while maintaining detailed records for reporting and continuous improvement.
Streamline Your Helpline Operations with Nigella NHMS
Improve responsiveness, ensure every call counts, and deliver exceptional support to your beneficiaries. Transform your helpline operations with NHMS today.