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BSES

Reimagining reputation management for the capital's largest energy supplier.

BSES is a joint venture between Reliance Infrastructure Ltd and the Government of NCT of Delhi. It distributed electricity in major parts of Delhi with a registered consumer base of 1.64 million. BSES's Social Customer Relationship Management initiative started because of changes in the way the customer interacted with the brand. With the use of social media, angry customers gained the ability to broadcast tales of terrible customer service to an almost infinite audience.

We partnered with BSES to deliver Social CRM solutions to ensure that those who came to them with concerns are quickly connected with someone who can provide a solution. The project involved setting up a dedicated CRM team that worked round the clock, integration with Union Metrics, a comprehensive social listening and analytical tool and creating a dashboard that collected all the customer info and measured the TAT to make sure the complainant was responded to as soon as possible — a process that was both challenging and rewarding. The result is India’s first 24X7 social media response mechanism for a public utility service that handles customer interactions with alacrity and enhances customer convenience in a sensitive environment.