The related information shall be immediately notified to customers if the consumption output spikes
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Thanks to the application of digital transformation, customers can monitor their daily power usage, and the processing progress of electricity service requests, and be alerted when there are "abnormalities" in electricity use. According to EVNCPC, by utilizing the application, EVNCPC has detected early 514,551 cases of abnormal increases/decreases in output, and 1,036 cases of short-circuits in the customer's power system and assisted in handling incidents before any unfortunate incident occurs.
EVNCPC has also applied technology to shorten the time of processing customer requests, such as introducing a chatbot system, an automated answering center to handle customer questions; digitizing field operations and field data to improve new power supply processes. As a result, the access-to-electricity index is reduced to 1.78 days/work.
Helping customers use power safely and economically
Currently, EVNHCM has also upgraded its websites and customer care app to help customers easily monitor daily power consumption anytime, anywhere through websites and applications on mobile devices. Thereby, customers can actively check and calibrate household appliances in the safest, most economical and most effective manner, contributing to reducing the power cost for the family.
EVNHCM has also put into operation a multi-channel switchboard, creating many channels of interaction with customers, not only on the website or call center but also via the Zalo social network, EVNHCMC Customer Service application, mobile phones, Facebook and modern communication channels that automatically give replies such as chatbots, callbots, etc.
In addition, the GIS-based telemetry equipment operation management application has supported power companies to monitor the operation of telemetry points on the digital map interface in an intuitive and vivid manner; quickly determine information as well as installation locations of measuring points without having to look up other management software.
As a result, in 2021, up to 97.9% of transactions by documents between EVN and customers will be carried out electronically (increasing by 19.9% compared to 2020 and exceeding 7.9% compared to the requirements set out in the digital transformation plan); 100% of work records in the field of Business & Customer Service are processed on the network environment in electronic form. In respect of customer care, the number of requests received through the channels of the Customer Care Center, the Public Administration Center, and the Public Service Portal accounted for 99.67% of the total requests; only 0.33% are received directly at customer transaction offices.