Hanoi Electricity expands service ecosystem, modernizes customer service process

DNVN - Hanoi Electricity Corporation (EVNHANOI) is gradually expanding its service ecosystem, aiming to serve customers more comprehensively through the implementation of value-added electricity services - a service model after the meter and related to the customer's electricity system.

Increase convenience, improve customer service quality

Different from traditional electricity services, value-added electricity services are a group of additional services that EVNHANOI has begun to pilot to meet the increasingly diverse needs of the capital's residents in the process of using electricity.

In the first phase, the service groups deployed include: Electrical service consulting; electrical equipment and system inspection; electrical system troubleshooting; new electrical equipment installation/replacement; rooftop solar power system maintenance. Service packages are flexibly designed according to each customer's actual needs.

All stages from receiving requests, assigning technicians, implementing services to quality assessment are managed by EVNHANOI according to a unified process, with technical standards, public price lists and service warranties. The technical team is a regular force of the electricity industry, ensuring expertise, codes of conduct and customer service standards.

To maximize customer convenience, EVNHANOI has established a process for receiving requests for additional electricity services on digital platforms and traditional channels. Customers can register for additional electricity services via the EVNHANOI app or website, access the "Additional electricity services" section, select the appropriate service type and fill in the information according to the instructions. In addition, customers can also contact the Customer Care Center 19001288, email, chatbot, or go directly to the customer transaction offices of the Electricity Companies.

After more than 2 months of pilot implementation, EVNHANOI has received many positive feedbacks from customers, especially regarding the transparency, timeliness and professionalism in the way it is organized and implemented. Many households consider this service to be “necessary, convenient and safe”, helping them easily access reputable technical support sources, limiting the need to hire outside workers of unknown quality.

EVNHANOI representative said that the implementation of value-added electricity services is one of the important steps to diversify service models, improve customer experience and affirm the accompanying role of the electricity industry in modern urban life. This is also a channel to provide reliable technical services to people, helping to limit risks from improper electrical repairs - the potential cause of many electrical accidents in residential areas.

In addition to the goal of serving customers, the added electricity service also contributes to improving the efficiency of grid operations, limiting incidents arising from the user side and improving the quality of electricity supply throughout the area.

With the orientation of developing into a comprehensive energy service provider, EVNHANOI constantly innovates and modernizes service processes, in which value-added electricity services are considered an essential part to get closer to customers, accompanying people in using electricity safely, economically and effectively.

Nguyen An

Source: https://doanhnghiepvn.vn/doanh-nhan/dien-luc-ha-noi-mo-rong-he-sinh-thai-dich-vu-hien-dai-hoa-quy-trinh-phuc-vu-khach-hang/20251006041352200