~Digital initiatives enable 32% of its overall customers going completely digital ~
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-
MUMBAI:
Mobile App
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
- Make bill payments using Net banking, Credit Card and Debit Card.
- View Payment History for past 12 months.
- View Bills in PDF Format for past 12 months.
- View electricity consumption trend for past 12 months.
- 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.
Push-Pull SMS
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.
E-Payment
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
WhatsApp service that is available 24x7 will help customers to resolve their queries and concerns with ease and convenience.
Chatbot
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.
AJMER:
Bill Desk- Consumer can log on to TPADL's website (www.tpadl.com) and pay their electricity bills by credit card/debit card, net banking, cash card and e-wallets. Further, consumer can pay through BBPS, wallets and EBPP (electronic bill pay services) as well.
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
DELHI:
- Key Features of Mobile app – ‘Tata Power-DDL Connect:
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).
- New and easy payment mode for its consumers - Unified Payment Interface (UPI) in collaboration with YES BANK
- Chatbot for Customers
- Cashless Payments using Mobile Wallets and Mobile App
Tata Power is India’s largest integrated power company and, together with its subsidiaries & jointly controlled entities, has an installed capacity of 10857 MW. A pioneer in the field, it has a presence across the entire power value chain: Generation of renewable as well as conventional power including hydro and thermal energy; transmission & distribution, trading and coal & freight logistics. With renewable energy assets in solar and wind accounting for 30% of the company's portfolio, Tata Power is a leader in clean energy generation. In line with the company's view on sustainable and clean energy development, Tata Power is steering the transformation of utilities to integrated solutions by looking at new business growth in EV charging & storage, distributed generation & rooftops, microgrids and home automation & smart meters.
It has successful public-private partnerships in generation, transmission & distribution in India namely: ‘Tata Power Delhi Distribution Ltd.’ with Delhi Vidyut Board for distribution in North Delhi; 'Tata Power Ajmer Distribution Ltd.' with Ajmer Vidyut Vitran Nigam Ltd. for distribution in Ajmer; 'Powerlinks Transmission Ltd.' with Power Grid Corporation of India Ltd. for evacuation of Power from Tala hydro plant in Bhutan to Delhi; 'Maithon Power Ltd.' with Damodar Valley Corporation for a 1050 MW Mega Power Project at Jharkhand. Tata Power is serving more than 2.6 million distribution consumers in India and has developed the country’s first 4150 MW Ultra Mega Power Project at Mundra (Gujarat) based on super-critical technology.
With growing international focus, Tata Power's global presence includes strategic investments in Indonesia through a 30% stake in the coal company PT Kaltim Prima Coal (KPC); 26% stake in mines at PT Baramulti Suksessarana Tbk (BSSR); in Singapore through Trust Energy Resources; in South Africa through a joint venture called ‘Cennergi’ to develop projects in sub-Sahara Africa; in Zambia through a 50:50 joint venture with ZESCO for 120 MW Hydro project; in Georgia through AGL which is a joint venture with Clean Energy, Norway & IFC for development of 187 MW hydro project; in Bhutan through a hydro project in partnership with The Royal Government of Bhutan.
With its 103 years track record of technology leadership, project execution excellence, world-class safety processes, customer care and driving green initiatives, Tata Power is poised for multi-fold growth and committed to 'lighting up lives' for generations to come. Visit us at: www.tatapower.com.
