CRM Implementation in Indian Utilities - Case on NDPL
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The document summarizes a case study of CRM implementation at North Delhi Power Limited (NDPL) in India to improve customer service and revenue collection. Key points: - NDPL implemented ValueFirst's SMS solution to enable two-way communication with customers for bill delivery, complaint tracking, and service requests. - This allows NDPL to send billing alerts and status updates via SMS and receive complaints and queries from customers via SMS. - The implementation has led to improved customer satisfaction, reduced payment defaults and costs, and enabled customers to check status of requests.
CRM Implementation in Indian Utilities - Case on NDPL
- 1. CRM Implementation in Indian Utilities Rashi Upasana Kaustubhi MBA | TERI University Case: North Delhi Power Limited
- 2. 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
- 3. Business Scenario • Billing & Bill Distribution: Distribution Company Meter reading information Updates present system Dispatch to concerned Consumer addresses
- 4. • Complaint Management: Consumers register their complaints By calling contact centre number Details were being available to respective zone offices to resolve them
- 5. 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
- 7. Process Scope • Customer Care • Connection Management • Meter Management • Meter Reading • Revenue Billing • Revenue Recovery • Revenue Discipline • Revenue Collection • Energy Auditing
- 9. 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
- 10. 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.
- 11. Complaint Registration/ tracking through SMS ValueFirst Short Code Services can: • Register meter problem • Register fault in distribution line • Track the status of complaint Service Request/ Maintenance Alert Consumer can submit service requests for: • Consumption and bill details • Duplicate Bill • Shifting of Meter • Additional connection, etc.
- 12. 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
- 13. 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
- 14. 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
- 15. ValueFirst Mobile Data Service Architecture
- 16. Asian Power AwardTransparency in Billing Best Billing Solutions Intelligent Enterprise
- 17. THANK YOU!