Customer Management System

There are tons of systems out there trying to improve business processes of utility companies in general or electric companies in specific.

The key is still doing the re-engineering process well and the application system will just a tool to follow the processes. I put some of my thoughts about Electric Management System in this blog. Feel free to read and comment.

Wednesday, July 11, 2007

Customer Assistance Areas

The main channels through which contacts will be done are in the Service Unit or any online payment point in person, by phone or by fax and in the Call Center by phone. The types of contact that can be handled by each of these offices will be limited based on the policy of the company.

Customer Transactions

The following are the customer request in relation to customer assistance:

1. Queries – Pertains to customer request for information related to his electricity supply. Some examples are as follows:
- Status of service application
- Invoice amount and due date
- Payment point information
- Previous payments made

2. Complaint – Pertains to customer expression of disagreement, dispute or discontent with the some services provided by the company.

3. Generation of Work Order – Pertains to customer request for field work. Some of customer request are meter check, temporary disconnection, etc.

4. Correction of System Information – Pertains to receiving request to change some information related to customer, account or service.

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