EVNICT announces service support reception and customer care system

On 26 April 2022, in Hanoi, Information and Communication Technology Company (EVNICT) - under Vietnam Electricity, announced the service support reception and customer care system. Thereby, gradually improving service and customer care quality for power units that are using information technology products and services of EVNICT.

The service support reception and customer care system has the following tasks: Receiving and supporting services; Synthesizing and reporting service quality, and at the same time evaluating the problems (issues) handling priority from the customer's point of view; Consulting, contacting and communicating with customers; Surveying and collecting satisfaction assessing opinions with the shared software system provided by EVNICT.

According to Mr. Nguyen Truong Giang - Deputy Director of EVNICT, the feedback of service users is an important factor for EVNICT to gradually perfect the product. This reception system will overcome the situation that each software project has a dedicated department for receiving and processing information and supporting users. This will be the only point of EVNICT to receive customers’ requests and interact with customers through Zalo, Email, hotline and website channels and aggregate them on Service Desk Plus.

EVN Deputy General Director Vo Quang Lam (left) and EVNICT Director Nguyen Minh Khiem (right) congratulate the launch of EVNICT's service support reception and customer care system

Speaking at the ceremony, EVN Deputy General Director – Vo Quang Lam congratulated EVNICT on having a service support reception and customer care system. With more than 97,000 employees throughout EVN and 9 shared software that is provided by EVNICT, this system is the first step to professionalizing EVNICT's services.

EVN Deputy General Director – Mr. Vo Quang Lam asked EVNICT leaders to continue to build a capable, skilled, flexible and friendly agent team and constantly improve their knowledge and skills to troubleshoot information to customers. Along with that, EVN's leaders asked EVNICT to develop and announce to users about the service delivery quality assessment criteria; integrate more user support information through the Service Desk Plus tool; research automatic responding solutions, gradually increase the automation in troubleshooting customers anywhere, anytime, etc.

• 26/04/2022 06:09
• evn.com.vn
• 194