~ Digital initiatives enable 32% of its overall customers going completely digital ~
National, 5th September 2018: Tata Power, India’s largest integrated power utility, today announced that over 32 % of its 2.5 million customers in the country are now digital-only customers.
The Company’s big digital push, which was launched during the early part of FY 17 has over 0.80 million customers who are on its digital-only platform, including interactions through hand-held devices.
The first phase of this new initiative has managed to convert the entire customer lifecycle (from submission of application forms for new power supply connections to payment of bills) to a mobile-friendly digital platform, thus improving the customer experience significantly.
Commenting on the successful roll-out of the first phase of the company’s digital push, Mr. Praveer Sinha, CEO & MD, Tata Power said, “As the largest integrated power utility company in the country, customer experience comes before everything else for us. The new digital initiative is specifically designed to enhance customer experience and the high level of adoption in the very first phase of its launch stands testimonial to the success of this initiative. In the coming months, we will be rolling out more such customer-friendly services.”
Some of the key digital services offered by Tata Power across its various locations are as follows-
Tata Power is the first utility globally to launch a mobile application compatible with Android and iOS platforms designed on SAP MCF Platform which gives its users a unique experience due to real time integration with the enterprise system. Consumers can
1. Make bill payments using Net banking, Credit Card and Debit Card.
2. View Payment History for past 12 months.
3. View Bills in PDF Format for past 12 months.
4. View electricity consumption trend for past 12 months.
5. Register Queries/Requests/Complaints, etc.
Online Submission of Applications
20 types of applications including application for a new power supply connection can be submitted online. The online application also has a list of procedures & guidelines along with instructions for submitting the form online.
Consumers can obtain their bill’s outstanding amount, prompt payment discount date, due date, last paid amount, the security deposit available, the security amount due and the status of service request/complaint and register power failure complaints.
Consumers in Mumbai can pay their electricity bills through Government of India initiated avenues such as Bharat Interface for Money (BHIM) App, Bharat Bill Payment System (BBPS), Dynamic Bharat or UPI linked QR Codes(Tata Power Mumbai being the first power utility in India to launch the Dynamic UPI-linked QR code payment option and printing of the BharatQR code on power supply bills for ease of bill payment), Debit/Credit Cards, Net Banking, 15 plus e-Wallets, National Automated Clearing House (NACH), Online fund transfer (NEFT/ RTGS, IMPS).
Tata Power Mumbai is also the first utility in India to launch the E-NACH facility on its website wherein the NACH facility gets activated for consumers within 2 working days instead of 30 days as per the offline process for NACH registration.
WhatsApp service that is available 24×7 will help customers to resolve their queries and concerns with ease and convenience.
Tata Power’s chatbot TINA (Tata Interactive App) is available on Mobile App, Web Portal & Facebook Messenger Page of Tata Power as an additional channel to address customer queries.
Real-time response to consumer e-mails related to power failure
Power Supply failure complaints sent to the customer care e-mail ID are being responded to on a real-time
basis by the call centre wherein the response time has reduced from 24 working hours to less than 2 hours.
Paytm- Consumer can log in to paytm website or mobile wallet and pay their electricity bills by wallet, net banking, and debit/credit card.
RTGS/NEFT through virtual bank details- Consumer can pay their electricity bills through RTGS/NEFT from their bank account (either online/thru their branch) using TPADL’s virtual bank details
The app includes new features like ‘Currently Running Offers and Schemes’, ‘Insta Pay’ option for fast and secure payment of the due bill amount, Usage Graph/Chart to monitor the usage pattern, Due date and amount payable, push notifications for quick updates on the account and new information etc. in a fresh and more Convenient User Interface (UI).
The specially developed mobile app aims to help customers directly engage with the company and includes key features such as bill payment, account details (billing, reading, payment history, employee verification, power outage information and no current complaint registration and tracking), locating nearest payment centre with Google Maps integration and energy conservation tips.
The app also provides features such as reporting of unsafe situations (safety issues), street light complaints, no reading or misinterpretation of complaints, addition of email ID and phone number against a CA number as well as options to contact through other touch points (call centre, email, website or social media platforms).
2) New and easy payment mode for its consumers – Unified Payment Interface (UPI) in collaboration with YES BANK
3) Chatbot for Customers
4) Cashless Payments using Mobile Wallets and Mobile App
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