Impresa CX portal for Digital Onboarding of NESCO customers

August 21, 2023

Client / Company profile :

NESCO commenced on October 01, 2016 by taking over the distribution system of the then Distribution, North West Zone Zone of BPDB. NESCO commenced its functioning from October, 2016 independently

Industry :

  • Electric Utility

Problem / Use case :

  • Using Portal for Customers as a single avenue for checking Usage and making Payments digitally through Mobile Wallets 
  • Getting Complaints and Service requests via Portal to help utility with better tracking and enhanced customer satisfaction.
  • Getting across promotions and announcements to customers in Bangla and English both
  • Submitting New Connection Application via the portal including making payments and uploading documents
  • Sign up for Others and linking their accounts together to Manage through the portal

Solution :

Using Impresa CX Portal for doing the following:

  • Customers can apply for New Connections online and Upload their Documents
  • They can track the status of the application 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
  • Agents can help users track their data and help making payments
  • Linking of accounts allows others to use account on behalf of main users 
  • User migration from postpaid to prepaid.
  • Decrease in Increased call volumes. 
  • Updating customer details using service request

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
  • Customers can apply for connection online, track the status and link accounts and check usage and payments for self and others.

Challenges :

Payments made through other avenues like walk in kiosk or banks need to be also tracked to C2M level and this can be achieved by integrating Impresa CX to C2M and payments made by deciding on Meter Makes and types. The solution for this is proposed by Abjayon and once this is done the NESCO solution can go live.

Conclusion :

NESCO customers will be able to use the application as single place for applying, checking usage insights and making payments. Not only this all service requests and complaints can also be submitted via the portal leading to better experience for both customers and utility.

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