Power discoms in the capital have taken the social media route to share and disseminate information with its consumers on a real time basis, while also taking cognisance of complaints and grievances.
The Facebook Page ‘BSES Delhi’, that was launched in October last year, has garnered nearly 50,000 likes. The company has also opened its Twitter handle by the name ‘@bsesDelhi’ last month.
An official of the BSES, whose twin arms BSES Yamuna Power Limited (BYPL) and BSES Rajdhani Power Limited (BRPL), cater to about 37 lakh customers, said the company is keen to engage with the “younger and net savvy generation”.
“A couple of years ago, an Accenture study found 30 per cent of customers were open to interacting with utilities through social media, up from just 1 per cent in 2010. This trend is growing,” the official said.
The trend is a “welcome break” from the more traditional approach, he said as social media helps inform the consumer base of ongoing projects, energy conservation tips, safety issues and green initiatives among others.
“It has become an important source of contact for BSES, and it’s increasingly important for improving customer satisfaction. It has made us more transparent in our approach”, added the official.
The company has also integrated its social media platforms with its exiting Customer Relationship Management (CRM) tools to enhance customer satisfaction levels and has formed a dedicated team to handle queries and concerns posted on its Facebook page and Twitter handle.
The company recently entered into a pact with mobile commerce platform Paytm under which consumers stand to earn up to Rs 200 cash back on payment of bills a week before the due date.
