PLN National Power Company is a state-owned enterprise that produces, transmits, distributes and provides electricity services in Indonesia. At the Workshop "Digital Transformation Journey - Lessons and Experiences" hosted by EVN with the participation of power enterprises from ASEAN countries, PLN representatives shared practical experiences in modernizing electrical services, customer care. In which, the "New PLN Mobile" platform is considered a breakthrough.
In fact, the first version of the platform was introduced to customers in 2016. However, the application was for information provision at that time only, unable to conduct electricity service transactions. With the desire to stimulate electricity service growth through an innovative business model, PLN has launched a new version "New PLN Mobile" from 20 December 2020. This platform allows two-way communication between customers and PLN staff in the online form, providing electricity services, paying electricity bills, notifying meter readings, notifying each customer of power failure, and so on. In particular, New PLN Mobile has been integrated with previous discrete applications of PLN and businesses to provide services in other areas such as: Internet subscribers, home electrical repair, public charging stations, etc.
As for Meralco Electric Company - a power distribution company in the Philippines, the digital transformation center is geared towards electricity customers. Meralco focuses on developing a platform to provide electricity services and customer care services with the following utilities: meter reading application/prepaid card meter; warn users of abnormal increase or decrease in power consumption index; pay bills online; record, write off debt in real-time...
PLN Mobile application in a new version released from 2020 for customers of PLN (Indonesia)
In Vietnam, the fact that "virtualized" Electricity units communicate with customers, digitize electricity services, provide electricity services and pay charges online is no longer new to customers. Currently, with the development of online channels, service delivery apps and customer care, EVN's customers can send inquiries anytime, anywhere; no longer limited by space and time. It can be seen that, compared with domestic enterprises, EVN has really made a remark in service innovation and modernization.
With the trend of sharing economy, EVN will also link the customer service platform with other partners to jointly take care and create new added values for customers in the Electricity sector.