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

6. Key Functional Areas

7. Process Scope
• Customer Care
• Connection Management
• Meter Management
• Meter Reading
• Revenue Billing
• Revenue Recovery
• Revenue Discipline
• Revenue Collection
• Energy Auditing

8. CUSTOMER CENTRIC!

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!