CRM Implementation in Indian
Utilities
Rashi
Upasana
Kaustubhi
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 ...
Business Scenario
• Billing & Bill Distribution:
Distribution
Company
Meter reading
information
Updates
present
system
Dis...
• Complaint Management:
Consumers
register their
complaints
By calling
contact centre
number
Details were
being available
...
The Need
• To increase Power Revenue collection through better citizen
services
• To use an alternate communication channe...
Key Functional Areas
Process Scope
• Customer Care
• Connection Management
• Meter Management
• Meter Reading
• Revenue Billing
• Revenue Recov...
CUSTOMER CENTRIC!
ValueFirst’s VelocityPlus
• An enterprise-class SMS suite to process and send/receive SMS
• Complex database environment
•...
M - Powering NDPL
 NDPL can now send SMS alert of :
• Bill amount
• Bill dispatch
• Last date of payment
• Payment receip...
Complaint Registration/
tracking through SMS
ValueFirst Short Code Services
can:
• Register meter problem
• Register fault...
Benefits
• Two way communication between customers and the company
• Improved customer service and hence greater customer ...
ValueFirst USP
• 24 X 7 support
• Market – deployment typically is done in one day
• Scalable
• Highly configurable (on th...
Critical Success Factors
• Readiness to Change
• Training of more than 500 end-users by NDPL
core team
• Project Managemen...
ValueFirst Mobile Data Service
Architecture
Asian Power AwardTransparency in Billing Best Billing Solutions Intelligent Enterprise
THANK YOU!
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CRM Implementation in Indian Utilities - Case on NDPL

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CRM Implementation in Indian Utilities - Case on NDPL

  1. 1. CRM Implementation in Indian Utilities Rashi Upasana Kaustubhi MBA | TERI University Case: North Delhi Power Limited
  2. 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. 3. Business Scenario • Billing & Bill Distribution: Distribution Company Meter reading information Updates present system Dispatch to concerned Consumer addresses
  4. 4. • Complaint Management: Consumers register their complaints By calling contact centre number Details were being available to respective zone offices to resolve them
  5. 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
  6. 6. Key Functional Areas
  7. 7. Process Scope • Customer Care • Connection Management • Meter Management • Meter Reading • Revenue Billing • Revenue Recovery • Revenue Discipline • Revenue Collection • Energy Auditing
  8. 8. CUSTOMER CENTRIC!
  9. 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. 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. 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. 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. 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. 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. 15. ValueFirst Mobile Data Service Architecture
  16. 16. Asian Power AwardTransparency in Billing Best Billing Solutions Intelligent Enterprise
  17. 17. THANK YOU!

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