Customer Service Centers are set up by the power distribution utilities / state electricity boards to provide a Single Window interface for all the customer related activities. Customers are thus spared for the tedious process of approaching several offices for getting their work done.
Customers can approach the Customer Service Centers for availing new service connections; resolving their complaints related to metering, billing, disconnections, reconnections, etc; and for processing their service requests related to category changes, title transfers, load changes, etc.
Generally these customer service centers work on extended and convenient timing for the benefit of the customers. The entire process of registration of complaints / service requests, dispatch, status updating, closure is managed through custom designed Software solutions or Software Products.
In case the complaint / service request is not resolved within a specified time limit, the same is escalated to the notice of higher authorities for expediting the resolution process. The escalation process is enabled through the intelligent components of the software.
These service centers are generally setup with good ambience to enhance the customer interaction experience. Customer service centers have been successful in bringing down the processing time and have thus significantly enhanced the customer satisfaction levels.
Customer Service Centers have been implemented in the states of Andhra Pradesh, Delhi and Karnataka. With the help of these service centers the distribution utilities have been able to conform to the stringent service levels defined by their respective state Electricity Regulatory Commissions.