crm implementation in indian utilities case on ndpl
TRANSCRIPT
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CRM Implementation in Indian Utilities
RashiUpasanaKaustubhi
MBA | TERI University
Case: North Delhi Power Limited
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Company Profile• Incorporated in July, 2002• JV of Tata Power Ltd (51%) and
Delhi Government (49%)• 510 sq km of North and North
West Delhi• Population served: 45 million• Peak load: 1500 MW
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Business Scenario• Billing & Bill Distribution:
Distribution Company
Meter reading information
Updates present system
Dispatch to concerned Consumer addresses
This process was resource and time consumingand led to delay in delivery of information to consumer.
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• Complaint Management:
Consumers register their complaints
By calling contact centre number
Details were being available to respective zone offices to resolve them
This process consumes time that results in delay to
solution forconsumer’s complaints.
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The Need
• To increase Power Revenue collection through better citizen services
• To use an alternate communication channel for sending bill & other information to the consumer without any delay
• To integrate the solution with its CRM/Billing application• To automate two-way communication for their complaint
management system
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Key Functional Areas
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Process Scope• Customer Care• Connection Management• Meter Management• Meter Reading• Revenue Billing• Revenue Recovery• Revenue Discipline• Revenue Collection• Energy Auditing
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CUSTOMER CENTRIC!
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ValueFirst’s VelocityPlus• An enterprise-class SMS suite to process and send/receive SMS• Complex database environment • Fulfills any customer need related to SMS transactions in an
automated, bulk or a manual mode• Incoming messages can be received on a GSM modem or on a
virtual mobile number configured on ValueFirst Servers• Integrates with NDPL CRM/Billing Systems for two-way
communication to automate their complaint management system
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M - Powering NDPL NDPL can now send SMS alert of :• Bill amount• Bill dispatch• Last date of payment• Payment receipt alert to consumers• Payment due / overdue.• Scheduled Power cut• Maintenance work and general communications etc.
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Complaint Registration/ tracking through SMSValueFirst Short Code
Services can:• Register meter problem• Register fault in
distribution line• Track the status of
complaint
Service Request/ Maintenance AlertConsumer can submit servicerequests for:• Consumption and bill
details• Duplicate Bill• Shifting of Meter• Additional connection, etc.
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Benefits• Two way communication between customers and the company• Improved customer service and hence greater customer satisfaction• Reduced defaults in payments• Reduced costs, losses• Enabled consumers to check status of their request/complaint
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ValueFirst USP• 24 X 7 support• Market – deployment typically is done in one day• Scalable• Highly configurable (on the fly)• Redundancy of servers• Mobile messaging includes delivery reports and queuing• Mobile network through operators and aggregators globally
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Critical Success Factors• Readiness to Change• Training of more than 500 end-users by NDPL core
team• Project Management• End User Empowerment• Project review & Audit• Infrastructure Availability• Communication and support
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ValueFirst Mobile Data Service Architecture
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Asian Power AwardTransparency in Billing Best Billing Solutions Intelligent Enterprise
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THANK YOU!