Background

Eastern Power Distribution Company Limited of Andhra Pradesh (APEPDCL) is the South Indian utility serving over 5.5 million electricity consumers. APEPDCL is the most efficient power utility in India with the lowest AT&C losses. EPDCL has a combination of Electricity Call Center (ECC), Customer Service Center (CSC) and Computerised Collection Center (CCC) in each town or city in its territory along with a centralized call center at Visakhapatnam.

Business Issues

  • Need to recruit, train and manage a huge contingent of customer care staff
  • Continuous process improvement to meet customer expectations
  • Customer care software refinements to address changing needs
  • Make sure that all customer touch points operate as per SLA

Solution Delivered

  • Centralised customer care software with reporting and analysis
  • Recruitment, training and deployment of customer care, back office and IT systems staff
  • Streamlined customer care processes with continuous training and improvement mechanism

Benefits

  • Consumer delight through responsive service and heightened transparency
  • SLA adherence for all processes at customer touch points
  • Improved collection efficiency for better cash flow
  • Top to bottom visibility across all customer care functions
  • Project the professional face of utility for brand building