Challenge
Poor Quality Data from Meter Readings
When it came to meter readings, MNGL was dependent on field team to manually take meter readings. This had a high risk of error-meters were incorrectly read, data was entered incorrectly, data was entered in wrong fields, etc. There were no standard norms implemented on how data was to be collected and recorded. This increased the instances of billing-related issues and made records questionable.
Solution
Mobile-based Digital Platform for Meter Readings
Bynry introduced photo meter reading solution with GPS tagging and a mobile interface for meter readings . This made readings easier to take and more reliable. It reduced the risk of human error, enhanced the quality of meter reading data and improved efficiency for overall functioning and billing. This system was further integrated with bill generation to shorten the billing cycle.
Challenge
Billing not in Actuals
Depending on a manual force to take meter readings had two main issues- there was a high risk of human error and a high chance that a meter reading would be skipped. This might be because of the the meter conditions, human error, locked premise or wrong address. Without accurate and timely meter readings, bill generation impacted. In turn, this affected payment collection and cash flow.
Solution
On-site Auto checking of Meter Readings
To improve the reliability of meter readings, Bynry introduced a system of auto-checking meter readings at the consumer’s site.This ensured that meter readings were taken accurately and reduced the instances of consumer complaints. Through accurate and timely bill generation, it also helped reduce revenue losses.
Challenge
Irregular Billing Cycles
Relying solely on manual meter readings made the process slow and inefficient. As a result, bills were generated at irregular intervals. There were also many instances of consumers who remained unbilled as well as those who received wrong bills. This affected company profits and triggered commercial losses. It also translated to delayed payment collection, which in turn affected cash flow.
Challenge
Lack of Transparency
Manual meter readings process caused a lack of transparency and traceability of records and progress of work. The absence of standardization also made it difficult to track the flow of information between departments. This was aggravated by the use of outdated technology and a slow rate of new technology adoption.
Solution
Business Process Mapping
To improve efficiency, Bynry helped to map the functioning of different departments and the business process. Visualizing how the business functions helped reassess efficiency and mapped out the movement of data from the reading stage to billing. This also improved traceability and made the system more transparent.
Challenge
Consumer Dissatisfaction
Delayed billing and incorrect meter readings led to a high rate of consumer dissatisfaction. Complaints ranged from meter readings not being taken accurately and on time to not receiving bills on time. Complaints entered the system through multiple channels and the consumer care team was unable to track the inquiries and respond to them in time. This only served to further increase dissatisfaction
Solution
Self Reading & Planned Revisits
To reduce the instances where meter readings could not be taken since the consumer was away, Bynry introduced a solution where consumers could upload self-taken meter readings. SMS alerts were also introduced to inform consumers if they missed being at home when a meter reading was to be taken. Combined with route sequencing, this enabled them to schedule a revisit if needed to ensure bills were generated on time. Also, it improved communication between MNGL and consumers.
Solution
Real-Time Dashboard
Bynry introduced a real-time dashboard to help MNGL be 100% transparent with its consumers. This dashboard offered a view of all meter readings and bills with the meter’s GPS coordinates. It helped ensure that consumers were billed correctly on actual consumption, that no meters were skipped.
