ScopeDigitization of end-to-end services including setting up a new service collection, meter reading, billing, digital payments and consumer service.
CONSUMER CATEGORIESDomestic (PNG)
Finding a solution partner who understands both technology and natural gas industry was one of the major challenges we faced. Team Bynry successfully implemented the solution and ensured smooth tranisition in just 90 days and helped us to increase by 30% overall operation efficiency.
Though the customer base was growing, Gas distribution company was not seeing the profits they wanted.
From taking meter readings to maintaining and records and generating bills, the dependence was higher on manual effort than on technology.Existing technology was outdated and hence not very efficient. It could also not be used to validate meter readings or to prevent revenue losses.
As a company with a growing consumer base that relied heavily on manual processes – BGL was struggling to streamline and standardize the consumer onboarding process. Manual onboarding process slowed down the company’s ability to respond to inquiries, follow-ups ups and verifications. Also add a point for mobile field connectivity.This slowed down the onboarding process and, in turn, affected their bottom line and operational efficiency.
As the consumer footfall increased, so did the inquiries and grievances. It was nearly impossible for BGL team to handle all the consumer queries and perform follow ups on time when everything was being done manually. Tracking service requests and complaints that poured in via different channels such as texts, emails or direct center visits added to the backlog and resulted in poor team performance.
The only way to track consumption in consumer premise was by deploying manual field labor. Relying on manual labor for meter reading, billing and distribution created operational hassles and affected the overall efficiency and profitability of the business. Clumsy billing also resulted in delayed payment collection which affected their cash in turn, caused delayed payment collection and affected cash flow. Also, BGL identified that to bring and retain millennial consumers, error-free and smart meter technologies were the need of the hour
Being a fast –growing CGD, BGL’s operations involved multiple touch points and departments. Keeping track of information flow across departments was increasingly becoming difficult for the team. Dependency on manual operations and lack of technology made the issue even worse.
Byrny created a seamless connection between consumers and BGL through a multi-channel interface. Registration was streamlined and consumers were offered a direct connection to BGL’s applications and processes. This reduced the time taken for the company to respond to queries and in turn shortened the onboarding time.
The multichannel consumer interface made it easy for a consumer to enter queries and for BGL to collect real-time data about consumer details, meter readings, billing data etc. It also automated notifications to consumers and the marketing team for better communication and consumer care.
Bryny’s solution simplified meter reading, bill generation and payment collection The introduction of photometers with GPS reduced the risk of error and allowed digital tracking paper bill delivery. Through spot-billing and spot collection, the meter-to-cash cycle was brought down from 21 days to a few hours.
Though the customer base was growing, Gas Distribution Company
was not seeing the profits they wanted.