pManifold Utility_Customer_Engagement_AnnualPackage
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The document discusses the importance of customer engagement and understanding for distribution utilities in India, highlighting the contradictions in consumer behavior and the economic implications for these utilities. It proposes that improved customer intelligence, education, and satisfaction can lead to better operational effectiveness and revenue assurance, ultimately benefiting the business performance of utilities. Various strategies, including managed services and data integration, are mentioned as means to enhance customer interactions and reduce losses.
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pManifold Utility_Customer_Engagement_AnnualPackage
- 1. CUSTOMER ENGAGEMENT ANNUAL PACKAGE Customer Intelligence, Education, & Satisfaction for Distribution Utilities Catalyzing emerging business models through STAKEHOLDER ENGAGEMENT | CONSULTING | RESEARCH
- 2. Indian Customers: ‘We are like that only’, a mosaic of Tradition and Modernity Below ex. though seemingly divergent has hidden answer to raise viable Indian utilities? We are full of contradictions… Still major transformations exist… Why less protests against local petrol/diesel/gas •Good road quality with pay for use Distributors, vs electricity/water Operators? Roads/Tolls Toll model Why willingness to pay for bottled water, but fuss on •Falling tariff rates & mobile device metered water (Rs. 12 per Lit vs. Rs. 12 per 1000 Lit)? Telecom costs with increasing quality Why most power thefts undertaken by well-to-do •Lower default rates than big customers? Micro Finance organised banks Why certain caste/income/occupational communities shows marked differences in their hygiene, social •Increasing world class infra and norms, payment behaviors and various consumption Airport service quality with dropping air tariffs habits? Why people couldn’t quit smoking, even knowing its •Costly Rs. 12+ bottle has become de Bottled water facto during travels across all classes injurious to own health and of others? Why people have crowding tendency when in •Higher penetration rates than even queue/jams, and further delaying overall results? Cable/Dish TV power and water legal connections Why still face-to-face transactions preferred over •High rise of Home delivery & online, inspite its easy access and assured security? Retail Franchisee models in growing Why private coaching is on high rise, inspite high Organised & branded Retail costs? •Rising demand from innovations in asset financing has increased Why do people spit in places not meant for, and Automobile International players and overall especially where there are instructions not to? quality 04/04/2013 www.pManifold.com 2
- 3. What changes in running your Utility could bring higher ROI? Loss reduction Technologies are long known Data crunching is already huge High investments are already getting made Bringing accountability through private change management is on its ramp up … Still what is missing that can glue all above to create force strong enough to pull utilities out of deficit? 04/04/2013 www.pManifold.com 3
- 4. We believe the missing link is ‘Understanding Technology in light of Customer Interface’ … and Engaging Your Customers well and planning Operations, Revenue Assurance & Employee + Vendor Engagement around them Design 2S & 3C Closely monitor Solutions, business Know Your Services , KYC Customers Cocreate Channel, Monitor performance & continuously Content, improve Communication Intelligence Education Satisfaction Annual Baseline surveys (door-to- Identifying Customer Education needs Continuous Quarterly Customer pManifold Solutions door) capturing Utility Customer and driving planned campaigns & weekly Satisfaction monitoring via Telecalling Opinions, Preferences & Satisfaction communications via myUtility.in© across key Customer processes like New (UCOPS©) across all categories 1 4 Service Connection, Meter Mgmt., 7 Quarterly Design Workshop with Customer services, Bills Distribution, Efficient Process/Quality control of Operations Team analysing Customer Complaints handling etc. Customer Indexing and data integration feedback and designing prioritised for billing and auditing (one time) 2 interventions 5 Bi-annual Contact centers (CFCs, 8 Payment centers, Call centers) Useful customer insights via Quarterly Design & quarterly review of Customer Performance Audits Analytics on legacy customer records Satisfaction KPIs in Performance and complaints data Management System of Operations Annual Employee Satisfaction survey, 3 Team 6 & Recognition. (Identify Training needs) 9 04/04/2013 www.pManifold.com 4
- 5. But why care to listen & act upon actively to Customers? … because it is their behaviors and non-cooperation that contributes to significant portion of your Revenue, Time and Effort losses • Part Payment by Consumer 1 • Non Delivery of Bills Technical Commercial Contributed by • Non Payment by Consumer (Defaulters) • Premise Disconnected with Dues Losses Losses × Forced Customer Behaviors • Consumer not billed / under-billed 2 • Provisional Billing × Missing • Bills pending for Quality Check (BQC) Customer side • Bills pending for assessment 1 Utility Processes • Meters installed but not appearing in data base • Un-metered connections 2 • Meter (address) not traceable 3 • Import / Export Metering Error • Meter Calibration/Testing Errors • Stop / Slow / Defective Meter 3 • Meters not read • Mismatch of Meters 4 • Direct Hooking/Tapping 4 • Tampering / By-passing of Meter • Misuse of Category • Use of Multiple Connections - Misuse of Slab • Sanctioned Load lower than actual usage 04/04/2013 www.pManifold.com 5
- 6. pManifold brings ‘Science, Sense, Integration and Regularity’ on Customer side of Utilities Most independently and skipping all hierarchies, we allow you active listening and acting upon to your ‘Customer voices’ across all touch points and utility processes Collection Customer Facilitation Center Call Center Reliable Front End Center Distributed Locally immersed Mobile SMS Control survey Center Adv. Mobile UIs Real time tracking Online Grievances survey Center GIS integration High security Online Land survey Social Media Robust Back End Vetted Methodologies Integrated Customer Customer Offline Established processes Segmentation, Profiling Awareness, satisfaction Records Engagement Campaigns Monitoring Robust quality control Customer Analytics Adv. statistics/analytics Strategic Decisions | Operational Decisions | Revenue Assurance Micro strategy BI Informed decisions, in-time actions Strict confidentiality Better Customer Engagement + Expedited Loss Reduction 04/04/2013 www.pManifold.com 6
- 7. Add pManifold’s continuous year round Managed Services for driving all your Customer side initiatives We will improve your customer side utility processes, touch points & communications, and their integration with other Functions for overall improved business performance What we do in Managed Services? Why Annual engagement preferred? We augment your bandwidth in driving all To allow best causal understanding & your customer initiatives, and let you focus integration to otherwise scattered Customer on what you do best initiatives & realising its impact to overall business performance & ROI Our core value add is your CUSTOMER’s Intelligence, Education & Satisfaction To allow best optimisation of our delivery (through below 9 specifics spread across one cost structure, and passing benefits to you year) much lower than Pay per connection basis your monthly bill distribution costs Design 2S & 3C Closely monitor Solutions, business Know Your Services , KYC Cocreate Monitor performance & Customers Channel, Content, continuously improve Per connection per month, Communication for annual contract only Intelligence Education Satisfaction Annual Baseline surveys (door-to- Identifying Customer Education needs Continuous Quarterly Customer Rs. 1* *Depends on no. of pManifold Solutions door) capturing Utility Customer and driving planned campaigns & weekly Satisfaction monitoring via Telecalling Opinions, Preferences & Satisfaction (UCOPS©) across all categories 1 communications via myUtility.in© Quarterly Design Workshop with 4 across key Customer processes like New Service Connection, Meter Mgmt., 7 connections, area location Customer services, Bills Distribution, Efficient Process/Quality control of Customer Indexing and data integration for billing and auditing (one time) Operations Team analysing Customer feedback and designing prioritised interventions Complaints handling etc. Bi-annual Contact centers (CFCs, & characteristics, and scope 2 5 8 Useful customer insights via Quarterly Analytics on legacy customer records Design & quarterly review of Customer Satisfaction KPIs in Performance Payment centers, Call centers) Performance Audits of work finalised. It could be and complaints data 3 Management System of Operations Team 6 Annual Employee Satisfaction survey, & Recognition. (Identify Training needs) 9 further less or also more. www.pManifold.com 04/04/2013 www.pManifold.com For 3L customer connections, it could be Rs. 36L 7 annually. Get custom quote in your budget.
- 8. We help your Utility reconstruct positive virtuous cycle of Sustainability & Brand through effective Customer Engagement … by managing both Perception and Performance AT&C loss reduction is core Customer Engagement drives Commercial losses Our credentials overall significant part Growing portfolio, with ‘Performance’ having benefitted 8+ private utilities in Power, Water and Waste Positive Listening to Brand Interacted with 10K+ customers & Customer’s ‘forced Utility customers behavior’ leads to Engaging them commercial losses positively is a must Already covered 4 states of Maharashtra, Madhya Pradesh, Orissa, and Bihar Building ‘positive Managing brand image’ is customer’s necessary ‘Perception’ is key 04/04/2013 www.pManifold.com 8
- 9. PMANIFOLD’S BROADER UTILITY PRACTICE 04/04/2013 www.pManifold.com 9
- 10. Download detailed We have a broad Utility Portfolio Case Studies 3+ years experienced Utility focused Management Consulting company bringing balanced growth & high service delivery in emerging PPP models Market Research, industry reports Power Distribution Go-To-Market Strategies Support Financial Modeling & Bid Advisory strengthening of emerging PPP models Business Performance Monitoring, Water for improved end- Distribution Analytics & Improvements service delivery & overall viability & Customer Intelligence, Education & sustainability Satisfaction Monitoring (myUtility.in) Service Level Benchmarking Waste Management Utility Vendor Database & Solutions/Services grading Stakeholder Engagement - To newly add: Urban Transport and Conferences, Workshops, Blogs etc. City Gas Distribution verticals . . .
- 11. We have build strong Knowledge Assets in Utility Growing the Industry by Managing Knowledge & Networks, and building enabling Ecosystem across Utility value chain • Learn all about • Simulate ROI & • Track all Tenders • Measure and Utility PPP detailed and benchmark Improve service models, past bids bankability their quality delivered & risk/returns attractiveness to end-customers Research Financial Tenders EUCOPS © Report Model Tracker • Educate, Enable • Engage all utility • Source best fit • Stay update on and Empower stakeholders vendors from Utility industry, your end- through Local & select and quality and get mind customers for Global conference graded database share from 1000+ best cooperation professionals Utility Vendor Blogs & myUtility.in © IUKAN.in © Directory Linkedin group A new pManifold Initiative 04/04/2013 www.pManifold.com 11
- 12. pManifold Service mapping across Utility Franchisees/PPPs Go-To-Market | Bid Support | Resources / Processes / Operations Building | Performance Monitoring Entry Decision Bidding Roll Out O&M For Govt. DF model Top Baseline preparation – Assets, Independent Facilitator for Knowledge Independent Business Utilities Management Commercials, Losses, Customer and and legacy Data transfer to selected DF Performance Monitoring and workshop Service Level Audits operator Management Audits of Data analytics for Financial Modeling – minimum Input Stakeholder Engagement with Discom Franchisee (for strong end DF model bid price curve, capex projections, and Employees & new DF operator for smooth services delivery & any appropriateness related contract term and conditions transition change management) mapping to Discom Bidders Engagement – interest projected reforms generation; pre-bid & bid facilitation; RFP change management For DF model Top DF Market Intelligence and all RFP Support on-boarding Senior Team and Regular DF Performance Private Management Tracking other critical resources to roll out Monitoring and Management workshop Technical Due Diligence: Site survey, Project Financing, bringing Investors, Audits Operators Portfolio mapping asset health maps, bid intelligence & financial due diligence, M&As Continuous Capacity to go/no-go in DF analytics Strategic all-stakeholders roll-out map to building, organising skills business Financial modeling & Bid Advisory support overall PM training and BPR Entry strategy Partnership development for First baseline survey of Employees and implementation consortium bidding, M&A etc. Customers to support Loss reduction Quarterly Customer strategic road map perceived service quality Legacy Data Quality checks, migration, benchmarking across all Analytics and Integration facilitation touch points and all Vendor identification, evaluation, Customer processes like NSC, selection, and partnership development Metering Mgmt, Customer Organizational structure design, services, Billing etc. Resource Planning & process SOPs Customer education, Capacity building/Training workshop in enabling and engagement new employees on DF model (MyUtility.in) For Portfolio mapping Early entry in the bidding phase of new Facilitator for input gathering and Facilitator for business Service to DF requirements Franchisees, to build and demonstrate creating specific value proposition to DF continuity and independent Go-to-Market value proposition Partnership development with DF performance monitoring Providers 12 strategy www.pManifold.com * DF – Distribution Franchisee, used for example
- 13. Let’s get in Let’s deploy our insights and actions for your business to improve and grow! touch… Join us in our conversations at, pManifold Insights Together we can reconstruct strong Indian utilities … Premium & Free Reports, Presentations, and more… Rahul Bagdia Faiz Wahid pManifold +91 95610-94490 +91 88056-55069 Community Blog [email protected] [email protected] Articles, technical notes. India (Main office) USA (Liaison Office) Power Distribution True Distributed Generation Crystal Plaza, Level 2 2020 Calamos Ct., 276 Central Bazaar Road, Suite 209 Franchisee AT&C Efficiencies Power Distribution Ramdaspeth, Nagpur - 10 Naperville, Community of Interest Franchisee Maharashtra, INDIA IL 60653, USA http://www.pmanifold.com Mr. Dinesh Jain +1 630-853-3520 Connecting talent & Making [email protected] Local companies discoverable 04/04/2013 www.pManifold.com 13