EVNHANOI's customer care in the digital age.
Since 2012, EVNHANOI has pioneered the provision of the first digital platform for customer care through its website cskh.evnhanoi.com.vn. Since then, the Corporation's online electricity service ecosystem has continuously expanded and improved. Customers can easily access electricity services anytime, anywhere, 24/7, through various online channels such as the EVNHANOI app, the evnhanoi.vn website, the EVNHANOI fanpage, a chatbot integrated into Facebook Messenger, and the National Public Service Portal at dichvucong.gov.vn.
With just a smartphone, users can easily look up daily electricity consumption information, track power outage schedules, submit requests and monitor service progress, and make electricity bill payments without using cash.
To date, EVNHANOI's digital transformation efforts in business and customer service have achieved many positive results. All level 4 online electricity services have been fully provided to customers. All work-related documents in this area are processed electronically online. The signing of electricity purchase and sale contracts with new customers is conducted entirely electronically. Furthermore, the rate of cashless electricity bill payments has reached 100%, significantly promoting digital transaction habits within the community.
Notably, the deployment of remote electronic electricity meters for all customers in the area is also a significant transformation in the management and operation of the power system. From the traditional manual model, EVNHANOI has shifted to semi-automatic and automatic methods in data collection, processing, and analysis. The effective exploitation of data from electronic meters combined with digital applications such as the EVNHANOI app has brought about a clear advancement in the transparency of electricity usage information. As a result, customers can proactively monitor their family's electricity usage, understand their consumption levels on a daily and hourly basis, and adjust their electricity usage behavior towards greater efficiency and savings.
Digital transformation not only brings convenience to customers but also helps EVNHANOI improve labor productivity and operational efficiency. Previously, to provide services to customers, electricity sector officials and employees had to submit paper documents through multiple levels of approval, wasting a lot of time traveling. Now, the entire process is carried out on a digital platform, with management levels approving documents using electronic signatures, saving time and improving accuracy and timeliness in handling requests.
In the coming period, EVNHANOI will continue to mobilize all resources and apply even more strongly the achievements of information technology to its production, business, and customer service activities. The goal is to build a modern, friendly, and smart image of the electricity industry, in which customers are always at the center, receiving fast, accurate, and increasingly satisfying service.
Nguyen An
Source: https://doanhnghiepvn.vn/doanh-nhan/cham-care-khach-hang-thoi-cong-nghe-so/20250924022521785
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