Customer care in the digital age

DNVN - As the main electricity supplier in the capital, Hanoi Electricity Corporation (EVNHANOI) has proactively deployed many digital solutions in the fields of business and customer services, gradually bringing convenient, transparent and modern experiences to people.

EVNHANOI customer care in the digital age

Since 2012, EVNHANOI has pioneered in providing the first digital platform for customer care through the website cskh.evnhanoi.com.vn. Since then, the online electricity service ecosystem of the Corporation has been continuously expanded and improved. Customers can easily use electricity services anytime, anywhere and continuously 24/24 through many online transaction channels such as the EVNHANOI app, the website evnhanoi.vn, the EVNHANOI fanpage, chatbot integrated on the Facebook Messenger platform and the National Public Service Portal at dichvucong.gov.vn.

With just a smart mobile device, users can look up daily electricity consumption information, track power outage schedules, send requests and track service progress, and make electricity payments easily, without using cash.

Up to now, the digital transformation in the business and customer service sector of EVNHANOI has achieved many positive results. All level 4 online electricity services have been fully provided to customers. All work records in this field are processed electronically in the network environment. The signing of electricity purchase contracts with new customers is carried out entirely in the form of electronic contracts. In addition, the rate of customers paying electricity bills without cash has reached 100%, contributing to strongly promoting the habit of digital transactions in the community.

Notably, the deployment of remote electronic metering system for all customers in the area is also an important step in the management and operation of the power system. From the traditional manual model, EVNHANOI has switched to semi-automatic and automatic methods in data collection, processing and analysis. Effective exploitation of data from electronic meters combined with digital applications such as the EVNHANOI app has brought about a clear step forward in transparency of electricity usage information. Thanks to that, customers can proactively monitor their family's electricity usage, clearly understand the consumption level by day, by hour, thereby adjusting their electricity usage behavior in a more economical and efficient way.

Not only bringing convenience to customers, digital transformation also helps EVNHANOI improve labor productivity and operational efficiency. Previously, to provide services to customers, electricity officials and employees had to submit paper documents through many levels of approval, which took a lot of time to travel. Currently, the entire process has been 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 time, EVNHANOI will continue to mobilize all resources, apply more strongly the achievements of information technology in 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, served quickly, accurately and increasingly satisfied.

Nguyen An

Source: https://doanhnghiepvn.vn/doanh-nhan/cham-soc-khach-hang-thoi-cong-nghe-so/20250924022521785