TATA POWER

TATA POWER INTRODUCTION

Largest private, integrated utility in India today with the presence across the value in chain in fuel generation, T$D and trading. Founded in 1906 to supply hydroelectric power in Mumbai, to set up thermal power plan in Trombay in 1960s. Expanded outside Mumbai with IPP(Belgaum) and CPP(Tata Steel) I 1990 s.

Thrust on renewal including wind, hydro and solar.

 Successful public private partnership in generation, transmission and distribution.

HIGH TECHNOLOGY APPROACH TO CUSTOMER SERVICE

Since the time of de - regulation, companies over the last some years have brought about a significant change in the methods that they used to service its customers. There has been no significant growth & satisfaction in the consumer base because there lacks a connection between the electrification program & the way the customer service departments operate. So, its time to adopt new processes, new methods, and new systems in connection with the objectives that led to de regularization of electricity industry in India Tata used North Delhi Powers transformation from a loss-making State Electricity Board to a profitable, reliable supplier of energy within a very short span of time has led to international recognition and a satisfied customer base. NDPL crafted a reform strategy that targeted multiple fronts. One of the early changes at NDPL was technology and network upgradation, a transformation that has cost the company capital expenditure of over Rs1,700 crore in the last six years. NDPL deployed strategy across the organization using Balanced Scorecard (BSC) that resulted in effective performance management, high level of employee engagement and alignment at all levels to the common corporate objectives meeting the perspective of shareholders, customers, internal process improvement and learning and growth of its people. The key results achieved through BSC include reduction in AT&C losses, reduction in connection installation and complaints resolution time, reduction in commercial complaints and improvement in reliability.NDPL also introduced a Geographical Information System (GIS) that mapped the entire network and mapped customers to the distribution transformers supplying them. This system was dovetailed into the customer relationship management system so that customer requests could be processed more efficiently.

A unique feature of the Tata Power's customer care is the variety of services which are available to its clients:

Energy audit, energy conservation study and energy management System Protection Studies, for parallel operation of the captive generation or diesel generating sets with the grid supply Review of the equipment at the consumer substations for upgrading and modernising to enhance reliability levels by analysis of operation and maintenance performance data of consumers substations Diagnostic Testing Services Providing Selective Load Trimming Scheme for nonessential loads in the consumer premises by Load Trimming Devices to avoid total interruption of power supply to the consumer under system emergency operations Fault Detection on the distribution cables inside the consumer premises Assistance / guidance in maintaining safety to the consumers equipment, personnel, etc. Technical training of consumers operation and maintenance staff at the Company's training centres

PROBLEMS IN THE CURRENT SCENARIO

The main gaps that still exist and prove to be an obstacle in implementation of CRM are:

1. Exobirant cost: Huge amount of investment is required for hardware and software and sometimes company unable to recover .That create negative environment in company. 2. Inappropriate metrics: Organization basically fails to use right matrix and this one of the major reason for CRM fail in organization. For that, It is essential for the service agents to have all the details of customer interactions that may have taken place via all the possible service channels that the customer can choose phone, fax, mail, web, face to face, etc 3. Complex system: As customer requests translate themselves into activities and tasks that flow along the process chain, out of the Call Centre, into the organization, through many departments and over large geographic distances, it is essential that systems provide the means to control the routing, monitoring and control of workflow.
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OPPORTUNITIES FOR IMPROVEMENT Various Opportunities to improve customer service and business efficiency can be followed to push private power distribution organizations in India to world standards: a) Customers need to be offered a range of service interface channels that they can choose to use as best suits their needs (telephone, internet, payment in supermarkets, etc). b) Self service channels such as Web Sites and Interactive Voice Response systems dealing with simple telephonic services such as account balances, submission of meter readings, automated fault reporting and information on planned maintenance outages are another great way to give prompt, accessible and cost effective service. c) Up gradation of Contact Centers (including Call Centers). This is necessary because the wait time for consumers as of now remains high. Introduction of Virtual Call Hold System can also help reach out to the consumers whose complaint could not be registered either because all lines were busy or because a customer service agent was not available.

d) Incessant pressure to reduce costs, improve customer service and offer more customized services has resulted in many mergers and acquisitions. Likewise, pressures to maintain low prices and support diverse customer needs increases the importance of economies of scope. EBusiness could be the solution. PROPOSED CRM STRUCTURE FOR PRIVATE POWER DISTRIBUTION ORGANIZATIONS These organizations need to refine the service processes that were developed over the past few years of business transformation and process reengineering. These refinements should follow the best practice process sequences that are supported by world class Contact Centre and CRM systems.

Conclusion
Privatization across power sectors in India has brought in a lot of improvements to the existing regulated system. There has been a mad rush in order to reduce losses and improvise the technicality of system so as to ensure reliable power supply to the consumers. Many technical improvements have taken place and many new technologies have been transferred from developed countries in order to maintain reliability. Customers are the one aspect which drives an organization and after deregulation power sector has been no different and has also taken steps towards the satisfaction of customers. The improvised process still lack in some or the other way hence CRM was adopted by the Torrent Power Ltd.

Reference:
Crm.(n.d.). Retrieved from http://www.businesslink.gov.uk/bdotg/action/detail? itemId=1075422939&type=RESOURCE Crm benefits. (n.d.). Retrieved from http://www.is4profit.com/business-advice/ittelecoms/crm-customer-relationship-management/crm-what-are-the-benefits.html Crm benefits. (n.d.). Retrieved from http://www.crm-software-guide.com/what-iscrm.htm Crm benefits. (n.d.). Retrieved from http://www.referenceforbusiness.com/encyclopedia/Cos-Des/CustomerRelations.html#ixzz1YPPFbDUk http://www.tata.com/media/articles/inside.aspx?artid=HiaPiKWSPYE

Crm. (n.d.). Retrieved from http://www.referenceforbusiness.com/encyclopedia/CosDes/Customer-Relations.html http://www.mhy-page.com/images/2.pdf crm problems and challenges retrived from http://www.crminfoline.com/crm-articles/crm-challenges.htm