CRM Implementation in Indian Utilities

RashiUpasanaKaustubhi

MBA | TERI University

Case: North Delhi Power Limited

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

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.

• 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.

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

Key Functional Areas

Process Scope

• Customer Care• Connection Management• Meter Management• Meter Reading• Revenue Billing• Revenue Recovery• Revenue Discipline• Revenue Collection• Energy Auditing

CUSTOMER CENTRIC!

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

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.

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 servicerequests for:• Consumption and bill

details• Duplicate Bill• Shifting of Meter• Additional connection, etc.

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

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

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

ValueFirst Mobile Data Service Architecture

Asian Power AwardTransparency in Billing Best Billing Solutions Intelligent Enterprise

THANK YOU!