Phoenix is all set to launch eCare services for CESU. The Electricity Call Center is fully functional and ready for launch. The facility will be inaugurated by Hon. Minister for Power, IT & Tourism, Shri Surjanarayan Patro on 1st June 2008. The services envisaged are Electricity Call center for handling supply related complaints, Customer service center for handling commercial complaints and new service connections; centralized collection center to facilitate bill payments for all the customers of Bhubaneshwar city. An integrated IVRS system developed in house by Phoenix for the Electricity Call Center is also being commissioned for this project.
Phoenix bags the contract for implementation of mPower™ suite in Agartala city for Siemens and Power Grid.
Phoenix has bagged the contract for implementation of mPower™ suite (Billing & Collections, Customer Care, Energy Auditing and Web Self – service Portal) in Agartala city for Siemens and Power Grid. The scope of work in Phoenix’s purview also includes integration of the Billing and Customer Care module with SCADA and GIS systems.
Phoenix has successfully installed 10 ATP (Any Time Payment) machines for Eastern Power Distribution Company of A.P Limited at different locations. The first machine was inaugurated on 9th May 2008 by Mr. K Vijayanand, Joint Managing Director, APTRANSCO in the presence of Mr. N Gulzar, Chairman and Managing Director, APEPDCL. Plans are afoot to launch the machines in another four circles.
Phoenix bags the contract for implementation of software systems (for Revenue management, Customer care, Inventory management, Energy Audit, Reporting & Data Analytics, Document management and other software modules) to support their tactical work flow and operations in two sub-divisions on a pilot basis in the state of Rajasthan for Jaipur Vidyut Vitran Nigam Ltd on a BOT basis.
Phoenix has launched a first of its kind 24×7 centralized call center with IVRS at APEPDCL. The system incorporates multiple interfaces like telephone, website and help-desks at Customer Facilitation Centers, for the convenience of the customer.
Other services being offered as part of this prestigious project are: a customer self-service portal to assist the customer to view his/her connection/billing/payment information, post complaints / requests and track them till resolution; a single-window service for high value and HT consumers; door-step service at a nominal additional cost for people who wish to avail of the same and Bijlee premium service for new service connections to avail time-bound service with service guarantee.
These services are enabled by eCare (CRM) and eCall (Interaction Management) modules of mPower™ software suite from Phoenix. Both the modules are widely deployed across India and Nepal covering more than 5 million consumers.
Successfully implemented the mPower™ product at Nepal Electricity Authority (NEA) and got the Operational Acceptance by the NEA. This project had an ambitious customization schedule for UAT of 3 months. The unique feature here was that the system had to also follow the Nepali calendar. Training was imparted to a large team for effective roll-out in entire Nepal involving data migration, installation, trouble-shooting, maintenance etc. Integration with their existing financial management, and MIS system was also carried out successfully. The project was completed to the utmost satisfaction of the client, and accolades were showered on team Phoenix for on time delivery of a world class product despite the unstable political situation and many other challenges faced.
This project envisages customization and implementation for a comprehensive CRM, Billing and Debt Management solution, catering to all the categories of customers. mPower™ including Energy Audit module has been implemented centrally at KESCO IT Center in an online environment. Initially, the categories for which billing in done through hand held for one branch were taken, and it was extended for all the categories where manual billing is done. Customer Information Portal where consumer can give complaint, know their billed tariff (www.kesco.co.in) was also developed. Successfully completed software User Acceptance Test (UAT) despite many challenges like clustering the environment, making it online while adhering to the stringent time lines while taking every care to maintain the security of the entire system.