Digitalization brings convenience when taking customers as the center of service

General trend of digital economy

In 2024, the National Committee on Digital Transformation has oriented and developed the digital economy with 4 pillars: information technology and communications industry, digitalization of industries, digital management and digital data, creating momentum for rapid and sustainable economic development. This is also the year to popularize digital infrastructure, popularize the fundamental elements of digital transformation, and develop digital applications for economic growth and labor productivity.

Electricity customers can look up daily electricity consumption index through customer care app and website channels.

The development of digital applications is an inevitable trend on the national digital transformation roadmap. In fact, in life, digital applications and platforms have become popular in all fields and professions. Known to many people, we can mention the Electronic Identification application developed by the National Population Data Center (Department of Administrative Police for Social Order - C06, Ministry of Public Security). VneID has been introduced to people since 2022, can support people to solve public services online; integrate the display of documents on the application such as driver's license, vehicle registration, health insurance, tax code...

Businesses are actively developing their own apps. Apps are like a technological gateway, bringing information and online services of businesses directly to customers, right on their smartphones. Because of the convenience of apps, most consumers have chosen to install essential, convenient apps that are suitable for their life needs such as: social networking apps, banking apps, electricity apps, apps of e-commerce platforms, etc.

Convenient and easy to use app

Vietnam Electricity Group (EVN) is considered a pioneer in digital transformation and bringing convenience to users. According to EVN's general orientation, customers are the focus of implementing digital transformation. EVN and its member units analyze behavior to provide value-added services, ensuring that customers have the ability to interact "anytime, anywhere" in the digital space, constantly improving customer satisfaction. Currently, EVN is also researching the unification of the customer care platform (CSKH), focusing resources on improving the experience, aiming for international standards in electricity services.

EVN constantly improves the quality of customer care services, striving to bring the best experience to customers.

In the capital, more and more people are using the customer service app of Hanoi Electricity Corporation (EVNHANOI). If by the end of the first quarter of 2023, there were only more than 417,000 customers using electricity in the capital installing the app, up to now, the number of customers owning the EVNHANOI app has been nearly 886,600 customers, an increase of more than 210% over the same period last year.

A representative of EVNHANOI’s Sales Department added that for Epoint – another customer service platform, the number of customers using this app also reached nearly 806,000. This is a positive signal showing that customer service apps are becoming more and more popular and favored by electricity customers.

Ms. Nguyen Kieu Doan ( Dong Anh - Hanoi) said that in order to proactively monitor and use electricity economically, her family was instructed to install the electricity industry's application (App), thanks to which they can proactively know the electricity output and reduce the use of electrical equipment. That is also a way to bring transparency and clarity.

Dong Anh electricity workers guide people to look up information via the app. Photo: Khac Kien

Meanwhile, Ms. Trieu Xuan Quynh (Cau Giay, Hanoi) informed that regularly opening the EVNHANOI Customer Service app as a habit to monitor the family's electricity consumption index and information and recommendations from the Electricity industry, using it is not complicated at all. For Ms. Quynh, the powerful feature of the EVNHANOI app helps monitor daily electricity consumption index, estimating the electricity bill to be paid. When seeing the app warning of high electricity usage and electricity bill, she promptly "blows the whistle", reminding the whole family to set the air conditioner to a reasonable temperature, and to use electrical appliances economically and effectively.

Also on the app, it is easy to contact the Customer Service Center, send questions and requests when using electricity. Therefore, realizing the real effectiveness that the Electricity Customer Service app brings, she introduced it to her friends and neighbors to install and use.

Ho Chi Minh City Electricity Corporation (EVNHCMC) has announced and recommended that customers use the EVNHCMC CSKH app or the website https://cskh.evnhcmc.vn to monitor electricity bills and electricity issues. From April 1, 2024, EVNHCMC will stop sending notifications to customers via Zalo channel as before. The app and website are self-built and "tailored" by EVNHCMC based on the actual needs of electricity customers in the area, thus, being able to best meet customers' requests for electricity services.

For provinces and cities, the customer service app has been actively introduced, promoted, and invited to use by Electricity, in order to bring the best technological experiences to electricity customers. Of which, in 21 provinces and cities in the South, nearly 3 million customers have installed the EVNSPC customer service app. In 13 provinces and cities in the Central region, the number of customers using the EVNCPC customer service app has also reached more than 1.8 million. In the North, more than 900,000 customers have chosen to install the EVNNPC customer service app. According to statistics, the number of customers installing and using the customer service app of the Electricity industry is always higher year after year. Electricity corporations aim for the goal that most customers install the app and use this convenient information channel.

To increase customer attraction and "please" customers, Electricity units are also increasingly investing in and developing new features on customer service apps. For example, in early 2024, Southern Power Corporation (EVNSPC) launched the feature of free telecommunications calls to the customer service switchboard. Accordingly, when opening the EVNSPC customer service app, customers only need to select the feature "Call EVNSPC hotline" to be able to connect to the switchboard for free, receive advice from operators, and directly answer questions about electricity usage and electricity services.

Or with the Central Power Corporation (EVNCPC), a utility developed on the app is "Family Phone Group - Member Phone". Normally, the phone number of the owner of the electricity purchase contract is saved and identified by the Customer Service Centers for customer care. However, EVNCPC has developed a new feature, the owner of the electricity purchase contract can add the phone number of relatives, sharing with family members the right to monitor information related to electricity usage. Thanks to that, through the app, children can help grandparents and parents monitor information on electricity bills, electricity output, and electricity payments; or receive information about power outages and incidents to support grandparents and parents in handling them.

Source: https://kinhtedothi.vn/so-hoa-mang-lai-tien-ich-khi-lay-khach-hang-lam-trung-tam-phuc-vu.html