DPDC move to new customer portal for better customer experience.

May 11, 2023

Client / Company profile:

  • DPDC – Company started its commercial operation on 1st July of 2008 by taking over all assets and liabilities from the then DESA. While the company started its operation the number of customers were 6,55,908, now we have around 16,61,427 

Industry:

  • Electric Utility

Problem / Use case:

  • Digitization of customer records and complaints are open.
  • Difficulty in managing customer expectations.
  • Linking of accounts
  • Signing up feature for tenants

Solution:

Provide an application that does the following:

  • Customers can track the status of the issues/tickets without calling the utility company.
  • They can make online Payments as before and deposit any fee using Payment Integration 
  • Customers can access their utility accounts and services anytime, anywhere, using their mobiles
  • Real-Time Usage Monitoring
  • Notifications and Alerts
  • Enhanced Billing and Payment Experience
  • Faster Issue Resolution
  • Customer Engagement and Satisfaction
  • Providing access to Tenants

Technology

Impresa CX has a microservices-based architecture with MySQL as the database, Node JS and React as the front end

Results:

  • Go live awaited
  • Management Feedback: Very Easy to use and good looking solution

Challenges:

  • Discuss challenges faced during implementation.

Conclusion:

  • DPDC has opted for Impresa CX for their self service portal and it offers PWA solution to the customers which is easy to use and helps making payments, tracking issues and usage.
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