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.