November 09, 2017

Tata Power drives digitalisation of its business processes in Mumbai to facilitate superior customer service

Aims to achieve enhanced customer experience

National: Tata Power, India's largest integrated power company, has always been the first in adopting and implementing world class technologies for the benefit of its customers. From being the first power utility to harness the potential of hydro power in India way back in 1915 to becoming the first integrated power utility in India to implement the dynamic QR code service for bill payments, Tata Power has always taken the lead in adopting various technologies to ensure that its customers are treated to a world-class consumer experience. In keeping with its tech forward outlook, Tata Power has announced that it has successfully digitalised its customer facing business process to achieve higher customer experience.

Tata Power launched its mobile application on Android and iOS platforms for customers to view all their account-related information and other details at their own convenience while on-the-go. This was followed by the introduction of the push-pull SMS functionality for resolution of various consumer queries. Tata Power also introduced spot billing and spot collection. Furthermore, the company initiated the online application facility on Tata Power web portal for new power supply connections, open access, reconnection, and permanent disconnection, meter testing, Advance Bill Payment Scheme (ABPS) and roof top solar connection. The site also provides customers information on planned outages, thus bringing total transparency and comfort to their lives.

Tata Power, as part of its digital journey, has always been in the forefront to provide additional avenues for its consumers to make bill payment. Tata Power has supported India’s Cashless Payment movement by encouraging digital payments by its consumers through National Automated Clearing House (NACH) and e-Wallets such as Paytm, Oxicash, Airtel money, Ola money, Pay Zapp, M-Pesa to name a few. However, Tata Power became the first power utility in India to introduce a dynamic QR code printed on their power supply bill and make it available on its customer portal for bill payments. Customers can scan the Bharat QR code or UPI QR code with BHIM app or any other UPI linked bank apps and pay their bills in a few seconds without any hassle.

Tata Power also has a Chatbot-TINA (Tata Interactive Application) enabled on its customer portal and mobile app for resolution of queries. While Tata Power has been on social media around a year through Twitter and Facebook, but now Tata Power has rolled out Digital Service on a real-time basis for Twitter and Facebook. Tata Power has also recently launched a WhatsApp service for consumers of Mumbai.

On the Technology front, Tata Power has introduced cutting-edge technology to enhance consumer safety and reduce downtime by commissioning Self-Healing Grid, wherein faulty network is automatically isolated and power supply is then restored to consumers through healthy network without any human intervention. Tata Power has commissioned Mumbai city’s first “Multi Civic Amenities (MCA) Sub-station”. It also deployed Mumbai’s first “Two tier Distribution Sub-station” having ester oil filled power transformer on ground floor supported by HT and LT switchgear, auxiliaries on the second tier to save on space. With an eye on security, Tata Power introduced tamper proof feeder pillars in order to avoid illegal use for tapping of power supply. Tata Power has also installed and commissioned its Modular Distribution Substation (E-House).

Commenting about the digitalisation of business processes, Ashok Sethi, chief operating officer and ED, Tata Power, said, “Tata Power has successfully adopted and implemented best-in-class technological solutions for the ease and betterment of its customers and stakeholders. We are committed to providing our customers with a world-class experience that ensures their safety while bringing them convenience, and ease of accessing all our services on one single digital platform that can be viewed over any device. The successful digitalisation of our business processes is a testimony to our technology forward approach. We will continue to upgrade our business processes to create stakeholder value.”