Guest speakers at the event (Photo: VNA)

The Vietnam Electricity (EVN) held a conference in Hanoi on August 11 to celebrate 20 years of its Customer Management Information System (CMIS) and a decade of customer service centres, highlighting their pivotal role in digital overhaul strategy as it aims to rank among ASEAN’s top three power providers by 2030.

EVN leaders said CMIS has advanced to version 4.0 over the past two decades, fully digitising operations and customer services while handling data for over 32 million clients and processing hundreds of millions of transactions each year. The platform integrates with Vietnam’s National Public Service Portal, the national population database, and various payment systems, forming the “backbone” of EVN’s business and customer service operations.

EVN Deputy General Director Vo Quang Lam described CMIS as essential “digital infrastructure” that links headquarters with subsidiaries, enhancing user experiences through principles of seamless access, engagement, and oversight.

Since their inception a decade ago, EVN’s customer service centres have revamped delivery models with multi-channel platforms and modern technologies, including customer relationship management (CRM) tools, chatbots, voicebots, artificial intelligence, and big data analytics, boosting satisfaction rates to almost 99%. Lam called the centres a reliable bridge for timely, transparent information and problem handling between the company and consumers.

The conference featured presentations and panel discussions on improving customer experience in the digital era.

All units were urged to leverage CMIS data to improve work efficiency, personalise services, and forecast customer behaviours for better demand fulfillment.

On the occasion, EVN honoured 13 teams and 70 individuals with merit certificates for contributions to CMIS’s 20-year evolution and the customer service centrers’ 10-year operations./.

VNA