CUSTOMER RELATIONS MANAGEMENT

Basics and Understanding Customers

~ a case for India~

...as presented by...

Er.Rammohan Meda B.E(Hons)

Former Superintending Engineer

APCPDCL

India

ELECTRICITY

•Electricity is an essential requirement

•Customer dependence on Electricity has increased many fold.

•Customer cannot bear any interruption

•Electricity utility Customer expectations are different from any utility customer

What are the expectations of customer of Electricity utility?

•Quality    - Without interruption

•Quantity   - Unrestricted supply

•Service   - Prompt, courteous & Positive answers for problems.

ELECTRICITY - MONOPOLY

•The Electricity boards were controlled by Govt.

•They are of Monopoly in nature

•Performance was far from expectation

•Solutions - Reforms

THE THEN ELECTRICITY BOARD

•Customer service was bad

•Supply fails – FOC Phones are either engaged or no response

•Customer were not satisfied with the behaviour of electricity staff

•No agency to monitor the performance of boards.

POST REFORMS

•Unbundling of Electricity Boards.

•Made independent accountable & responsive

•Standard of performance defined

•Customer service found important

TROUBLE CALL CENTER

•Call centres were mooted to meet basic requirement of answering a telephone call

•Customer expected politeness from centre

•Abbreviated call number was implemented

•Trouble call management service software implemented

OPERATOR BEHAVIOUR

•Password Entry

•Recording of Number of Calls attended by each operator

•Called number & time of receipt identification

•Female operator in Day Shifts

•Minimum Graduation Qualified

•Contractor responsibility for statutory rules.