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CRM Implementation in Indian Utilities - Case on NDPL






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    CRM Implementation in Indian Utilities - Case on NDPL CRM Implementation in Indian Utilities - Case on NDPL Presentation Transcript

    • CRM Implementation in Indian Utilities
      Case: North Delhi Power Limited
      MBA | TERI University
    • 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:
      This process was resource and time consuming
      and led to delay in delivery of information to consumer.
      Meter reading information
      Updates present system
      Distribution Company
      Dispatch to concerned Consumer addresses
    • Complaint Management:
      This process consumes time that results in delay to solution for
      consumer’s complaints.
      By calling contact centre number
      Consumers register their complaints
      Details were being available to respective zone offices to resolve them
    • 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’sVelocityPlus
      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
      Service Request/ Maintenance Alert
      ValueFirstShort Code Services can:
      Register meter problem
      Register fault in distribution line
      Track the status of complaint
      Consumer can submit service
      requests 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
      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
    • Transparency in Billing
      Asian Power Award
      Best Billing Solutions
      Intelligent Enterprise
    • Thank You!