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Read MoreBynry Taken Care of All Of The Commercial Operations at VGL and Improve Its Efficiency By 30%
Vadodara Gas Ltd. (VGL) worked with Bynry for varied commercial operations including metering, billing, distribution and payment collection to improve operational efficiency and consumer experiences.
Summary
- Unreliable meter readings
- Irregular bill distribution
- Manual handling of meter reading and consumer data
- Improper handling of customer grievances
- Absence of supervision and control over the overall process
- Digitized process with no manual efforts
- GPS & route sequencing based meter readings
- Real-time Dashboard
- Quality assurance of meter readings
- Automated Daily reports
Scope
Metering, Billing, Bill Distribution, Consumer Care, Collection Center Management, Hardware and support
CONSUMER BASE
135,000
CONSUMER CATEGORIES
Domestic and Commercial
LOCATION
Vadodara
Bynry streamlined our backend operations and offered us access to real-time data with daily tracking reports. It certainly helped us to identify areas that needed improvement. Needless to say, the data helped us to increase employee efficiency multi-fold. We are truly impressed with their solutions and workforce. It is always a pleasure to work with such a dynamic team.
Challenges and Solutions
Though the customer base was growing, Water cooperation was not seeing the profits they wanted.
Challenge
Unreliable meter readings
VGL depended on manual meter readings for bill generation. This had a high risk of error and made the data unreliable.There were a number of instances where in the field force entered the wrong meter readings, missed a reading, entered the the wrong information while data entry, etc. There were also many instances wherein the meter readings were delayed.
Solution
On-site spot billing
Bynry introduced spot billing to make meter readings and bill generation quicker and more efficient. These bills were generated on preprinted bills. By doing this, the bill generation to payment cycle was reduced and VGL was able to adhere to the billing schedule.
Challenge
Irregular bill distribution
As a result of unreliable and delayed meter readings, bill generation and distribution too was delayed. Many consumers did not get their bills in time each month. Even when the bills were generated to time and with the correct data, there were many instances when the bills did not reach the consumer because of incomplete address records.
Challenge
Improper handling of customer grievances
Depending on manual effort for meter readings and consumer details led to a high number of complaints from customers regarding improper billing and other such issues. However, the team was not equipped to deal with these issues. This increased instances of customer dissatisfaction and affected the brand’s image.
Solution
Integrated payment collection
Instead of relying solely on cash for bill payments,Bynry integrated payment collection through various channels. 9 centers were set up to collect and manage payments. This helped the company improve the customer experience and improved their own cash flow.
Challenge
Manual handling of meter reading and consumer data
The company’s data from meter readings and consumer details was handled manually. This made the information unreliable not only for billing purposes but also for the company to base its future decisions on.
Solution
Proper Consumer Data Handling
Bynry quickened the process of entering and managing consumer data to reduce the instances of human error to improve customer satisfaction. Proper handling of meter reading data helped the company generate bills on actual consumption and thus improve their revenue flow. Similarly, proper handling of consumer information helped reduce the number of missed readings and helped ensure bills were delivered to the correct addresses
Challenge
Absence of supervision and control over the overall process
There were no standardized process followed to monitor and manage operation teams. This made it difficult for different departments to communicate with each other and made it almost impossible to track data and information flow. This further caused difficulties with the transparency of information.
Solution
Training for field force and back end teams
To help the company make optimal use of the innovative technology being installed, Bynry trained a field force and back end team of 17 Meter Readers, 5 Back-office and 12 CC Executives. This helped improve operational efficiency and communication between departments.
Solution
Streamlined operations
Along with training executives, Bynry also streamlined operations through the introduction of smart technology and helped the executive team supervise the working of the field force. This smoothened processes and increased transparency.
Improvement in Efficiency
and Billing Accuracy
Though the customer base was growing, Water cooperation
was not seeing the profits they wanted.
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