Business Challenges:
- Providing customers a single platform to check usage, make payments digitally, and submit complaints/service requests
- Enhancing customer engagement and satisfaction through digital channels
- Streamlining new connection application processes and improving tracking
- Integrating with existing Customer-to-Meter (C2M) system to track payments made through other channels
Solutions:
- Implemented Impresa CX portal to enable the following capabilities:
- Online new connection application and document upload
- Real-time usage monitoring and notifications
- Enhanced billing and payment experience through integration with mobile wallets
- Faster issue resolution through centralized complaint and service request management
- Account linking and user migration from postpaid to prepaid
- Integrated Impresa CX with existing Customer-to-Meter (C2M) system to track payments made through other channels like walk-in kiosks or banks
- Leveraged a microservices-based architecture with MySQL as the database, Node.js and React for the frontend
Outcomes:
- Customers can now access all utility services through a single digital platform
- Improved customer engagement and satisfaction through self-service capabilities and faster issue resolution
- Streamlined new connection application process with online documentation and payment tracking
- Reduced call volumes and operational costs through increased digital adoption
- Ability to push promotions and announcements to customers in local languages (Bangla and English)
- Ongoing integration with the C2M system to achieve a comprehensive view of all customer payments
Conclusion:
Bangladesh electricity customers will be able to use the Impresa CX application as a single place for applying for new connections, checking usage insights, making payments, and submitting service requests and complaints. This will lead to a better experience for both customers and the utility.
