pmanifold utility customer research mobility engagement case studies
TRANSCRIPT
Case Studies: Customer Research, Process Audits and Engagement services to Utilities
Catalyzing emerging business models through
CONSULTING | RESEARCH | STAKEHOLDER ENGAGEMENT | TRAINING
Location Intelligence | Performance Indicators | IT Managed Services | Business Processes
Helping utilities build customer centricity through,
About pManifold
• pManifold is a Utility focused Management Consulting firm specializing in Customer research, and consultimplementation on emerging reform models in India – power, water, waste, gas.
• Our key services to utility operators – KYC; Loss Reduction analytics; Billing Data regularization; Managed services for Meter Reading, Billing and Distribution; Customer Communications, Call Centre & Experience Mgmt.; Training & Capacity building; Revenue Assurance; Custom IT & Mobile App development (see our Corporate presentation, Utility Practice Services Portfolio, Utility Turnkey Managed Services)
• Since last 4 years, we specialize in measurement and regular benchmarking of customer perceived services delivery quality across various utilities, through our own designed methodology, and mobile based GIS IT platform:
– Customer Satisfaction (CSAT) studies of more than 10,000 in-person surveys across 4 states in water, waste, power utilities
– Willingness to Pay (WTP) study for 1,400 sampled customers for a new transitioning Water PPP model ULB
– Customer indexing of 14,000 customers for one Sujal town in Maharashtra
• Some select IT development projects for utilities:
– GIS enabled, Mobile based water sampling audit & evidence reporting for 2.1L water sources, with robust web server for MIS and tracking
– Mobile App development for India’s biggest Energy Exchange
– Photo Meter Reading Mobile App plus strong backend, integrated with Billng CRM for 4L customer base Water 24X7 operator
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pManifold Utility Managed Services: Enhancing Customer Experience & Revenue Assurance
•Data Mapping & Analytics (Legacy Customer data, Billing, Theft, Losses), Customer Indexing (with Partner)
•Focused Customer Research –COPS, CSAT, WTP and custom. Customer touch points and processes audits.
KYC, Analytics
•Customer Billing Data Sanitization/ Correction/ Update, Regularization, speeding billing process
Billing Data Regularization
•Turn key (with Partner) - Meter Read, Bill Print, Bill Distribution, Data entry/Digitization
•Regular year round Internal Audits for Meter-to-Cash cycle related processes and improvements
MRBD & Vigilance
•Complaints Tracking/ Resolution, Soft Arrear Recovery, Satisfaction Management
•Turn key (with Partner) Inbound and Outbound call centre & Customer Experience Mgmt.
Call Centre
•Customer Education, Website/ portal, Social Media, Voice & Video stories, Newsletter, custom Stakeholder Engagement conferences, thought leadership white paper
Education, Engagement
•Training & Capacity Building for Grounds Team, Employees, Customer Services Team & Vendors.
•Employees & Vendor surveys. Setting & Monitoring Performance Mgmt. system.
Training & Performance Mgmt.
•Collection analytics, Due date reminders, Turn Key Revenue Assurance, Collection Centre and Process Audits
Collections
•Custom Mobile and Web App for Customer Indexing, MIS, Performance Monitoring, Photo Meter Reading, MDM, Customer Engagement, Billing regularization etc.
Custom IT
Customer Research | Education & Engagement | Data Analytics | Process Audits & Improvements | Training | Mobility & IT
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SELECTED CASE STUDIES -CUSTOMER RESEARCH & SURVEYS
Our Customer Research leads to improved Customer Experience and Revenue Assurance
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CaseStudy
Client
Client Problem
Solution Approach
Results
**Data has been sanitized and meant for Illustrative purposes only
Periodic Benchmarking of Customer Experience for Improved Service Delivery
• Client wanted to understand their customers realistic needs and expectations for improving service delivery and to better engage with them, through periodic inputs
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A Power Distribution Franchisee company with 4+ lac consumers
• pManifold developed and prepared a structured questionnaire covering the aspects of power distribution on which the customer response is collected. These includes,
– Power, Quality & Reliability
– Customer Service
– Communication
– Meter, Billing & Payment
– Price
– Information Access & Record Handling
– Power Distribution Company Image
• Assessment regions were selected based upon the coverage of allotted Divisions/Sub-divisions. The sampling was done on the basis of ‘Stratified Sampling’ across different customer categories.
• A land survey using GPS enabled Mobile phones was conducted to collect customers responses.
• Continuous data quality checks & validation are ensured during the complete process
• The project helped the client in identification of Priorities for planning improvements (both Capex and Opex). We did 3 repeated annual studies for benchmarking.
• Detailed GIS views for attributes to identify specific geographic areas and customer segment to focus upon
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5%
10%
15%
20%
Power, Quality& Reliability
CustomerService
Communication
Meter, Billing& Payment
Price
InformationAccess & Rec
Handling
CompanyImage
Weighted CSI (Perception)
Weighted Order (Expectations)
In-person surveys
Power
CaseStudy
Client
Client Problem
Solution Approach
Results
**Data has been sanitized and meant for Illustrative purposes only
Willingness to Pay for improved 24x7 Water services
• The Bank wanted to assess the Willingness to Pay (WTP) for piped water & improved services by the city customers, with broad internal objective to validate independently the top line projections towards financial viability
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Public Sector Bank investigating viability of Water 24x7 for a ULB
• pManifold Designed insightful questions around key areas of service delivery.
• Methodological and objective measurement and analysis of customer’s willingness to pay of 1000+ utility customers through the “Contingent Valuation Methodology (CVM)”
• To ensure data traceability,
– Outbound call centre to seek respondent feedback
– GIS based tracking of each respondent site
– Real time data collection through customer built mobile device apps
• Continuous data quality checks & validation are ensured during the complete process
• 1000 in-person, household customer interviews completed in a short span of 2 weeks
• Rigorous analysis and reporting for the bank’s decision support delivered.
• Bank was immediately and confidently able to make decision based on third party, neutral data collected via primary sources.
2In-person surveys
Water
CaseStudy
Client
Client Problem
Solution Approach
Results
**Data has been sanitized and meant for Illustrative purposes only
Quarterly Assessment of Customer Satisfaction with Business Processes
• Client wanted to monitor each process which interfaces with the end customer to monitor the challenges being faced by them and to obtain their feedback and opinions on various aspects of its service delivery
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A Power Distribution Franchisee company with 4+ lac consumers
• 800 systematically sampled customers were interviewed for the process that they had used in the last quarter.
• The results were presented as Management Dashboards with drill down capability in MS Excel.
• Key improvement Areas for each process was identified and presented to individual process owners and top management for action.
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• pManifold understood the business processes involved and developed assessment questionnaires covering the key performance metrics of the process on which the customer feedback is collected. These primarily include Customer Satisfaction, Ease of process, Turn-around-Time, Staff behavior and Non-compliances e.g. additional payments, etc
• Computer Assisted Telephonic Interviewing (CATI) was used to reduce costs and ensure direct traceability to end customers.
• 8 customer facing process were covered,
– New Service Connection
– Meter Management
– Customer Service
– Meter Reading
– Bill Distribution
– Complaint Handling
– Collections
– Operations and Maintenance
CTI Telecall surveys
Power
CaseStudy
Client
Client Problem
Solution Approach
Results
**Data has been sanitized and meant for Illustrative purposes only
Independent Study of 10+ cities for customer opinions on utility services
• Develop low cost survey mode, and study adoption of online surveys by end-customers to report their issues, satisfaction and grievances for power and water utilities. Also, study the transparent sharing of survey results with end-customers, for improved customer led governance.
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A self initiative of pManifold for online stakeholder engagement
• pManifold developed and prepared a structured questionnaire covering the aspects of power & water distribution on which the customer response is collected. These includes,
– Quality & Reliability
– Customer Service
– Communication
– Meter, Billing & Payment
– Price
– Information Access & Record Handling
– Distribution Company Image
• Focus was on cities hosting PPP power and/or water distribution models
• Developed various local strategies and incentives mechanism to drive pan India response collection
• The project resulted into creation of a website/portal www.myUtility.in, to host survey and back-end processed infographics and results
• Total 800+ online responses collected over a month time period
• A good benchmarking of customer perceptions for their power and water utility was made. Cross tabulation across different city results was made.
4Online surveys
Water, Power
SELECTED CASE STUDIES – MOBILE, WEB AND IT DEVELOPMENT
Our Experience in doing similar work
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CaseStudy
Client
Client Problem
Solution Approach
Results
**Data has been sanitized and meant for Illustrative purposes only
Photo Meter Reading Mobile based App and Web integration with Billing CRM
• Client wanted to outsource its Meter Reading process and upgrade it to a Photo Meter Reading cycle. They want to deploy and expand currently used pilot mobile app, to a scalable and secured application and integrate with Billing CRM
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One Water 24x7 company with 2.5+ lac consumers base
• pManifold has developed Mobile based Meter Reading application + Web Application + Hosting + year round Managed services model to service end-end requirements
• The Mobile and Web App is developed and currently getting field tested for Phase-1 of deployment with 80K+ customers.
• Key features of Mobile + Web App– Role-based access to Utility Operations and Billing Team to enable:
• SPMs access zone-wise data
• Management to have overall view of data
• Early identification of exceptions
– Import/Export Data for cross validations and final CIS upload by Billing Team
– Audit Checks and Workflows to enable SPMs check meter readings and “Recommend Field Re-visits”
– Meter Reader-wise Workload management for load balancing
5Mobile + Web App
Water
DATA QUALITY MANAGEMENT
DATA MANAGEMENT
DATA CREATION
Mobile AppMeter Reading | Location|
Photo | Meter Status | …etc.
Quality Audit EngineEdit Checks | Automated Checks | Manual Checks
ONLINEData Corrections
Role based access | Edit Logs
Meter Data Store
Reporting EngineException Reporting |
Management Reporting | Data Tracking
HTTPAUTH
AdministrationUsers | Permissions | Backup
Data Import-ExportPre-defined Formats to be
uploaded into the CIS
Meter Reader Work Load Management
www.pManifold.com
HT
TPA
UTH
HTTPAUTH
Authorized Access
HT
TPA
UTH
Works
Meter Reading
Mobile Photo Meter
Reader
Meter Intelligence
Customer Information
Bill Generation
Vigilance
MeterCustomer QAQC
Analytics & Triggers
> Meter Reading> Meter Status
ServiceIntelligence> Service Status
> Service reports
Meter Maintenance
Meter Installation
CustomerIntelligence> Customer
Contact info –phone/email, GPS, address, name, etc,
APPAPP
APP
APP
Management
APP
WEB APP FOR OFFICE STAFF
MOBILE APP FOR FOS
MOBILE APP FOR CUSTOMERS
Inspection / Indexing
APP
Phase 1
Phase 2
Phase 3
APP
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CaseStudy
Client
Client Problem
Solution Approach
Results
**Data has been sanitized and meant for Illustrative purposes only
Water Sample Evidence Management with Mobile and Web App
• Client has to undertake water testing of approx. 2.1 lac water sources in Rajasthan state, and manage and share all data and results with Ministry over Web. The key issue was to ensure that water samples collected are valid from source to lab.
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Infra company undertaking PHED, Rajasthan project in 71 blocks
• pManifold with its Partner developed an integrated Mobile and Web Application with full infra and service support for project tenure
• The App is field tested, and getting deployed across all 71 blocks. A strong evidence management and data monitoring is keeping the field team at toes to perform the job diligently and without resorting to manipulations and allowing for better quality control of the distributed Water Sample Collection Process.
• The solution deployed has following core modules
– Water Sample Evidence Collection System
– Water Sample Evidence Validation Service
– GIS Visualization of Water Samples Collected and Lab Results
6Mobile + Web App
Water
CaseStudy
Client
Client Problem
Solution Approach
Results
**Data has been sanitized and meant for Illustrative purposes only
Mobile App for easy & faster access to Energy Exchange data & decision making
• Client wanted to develop and provide a mobile app to its various stakeholders to inform them about price and volume information on different segment of open energy exchange on the move to enable them to take informed decisions.
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India’s biggest Energy Trading Exchange
• pManifold with its Partner is developing Mobile app for Android, Blackberry and Iphone, together with entire Hosting + year round IT infra and support services
• Android app is completed and is undergoing UAT (User Acceptance Testing). Other developments are in parallel.
7Mobile App
Power
Exchange
SELECTED CASE STUDIES – ONLINE COMMUNITY BUILDING & STAKEHOLDER ENGAGEMENT
Key to raising a scalable business model in B2C Utilities is successful Stakeholder Engagement
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Community of Practices – Power, Water, Health & IT
Engaging Social Media
Power Distribution Franchisee
Water Sector
Reforms India
Global Life Science
Business in India
growIT.in
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Using Technology and Social Media to build Knowledge Portals and Professional Communities (over Linkedin, Facebook, Joomla, Drupal, Wordpress etc.)
• Linkedin Community – PDF, w/ focus to scale Power Franchisee model in India• Growing 650+ professionals & Top Leaders
• Linkedin Community –WSRI, w/ focus to expedite Water reforms• Growing 100+ professionals & Top Leaders
• Linkedin Community – GLSBI, major deals, Co-development, M&A, Joint Venture, out -licensing, In-licensing of Formulations, OTC products, drug discovery etc. of Indian companies with international firms• Growing 175+ Global professionals & Top Leaders
• Portal growIT.in, connecting Talent and making local s/w companies visible globally• 200+ subscribed IT companies, 1000+ subscribed readers• Database, Research Reports, Articles, News, Events, Polls, Job portal, IT SEZ, News letter, Blogs etc. • 30K+ unique hits in less than 1.5 year
Blog.pManifold.com is highest visible blog amongst Indian utility professionals
CaseStudy
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IUKAN 2014 CONFERENCE AT DELHI
Power, Water & Waste Utility Stakeholder Engagement biggest Conference
Conference HighlightsTopic Coverage1. Reinforcing Local Ecosystem for Reforms2. Benchmarking Operational success of PPPs3. Improving Performance Contracting of PPPs4. Innovating Outsourcing with Service Providers5. Marketing Mass Behaviour change in Customers6. Financing Loss Reduction& attracting Capital
Program Agenda- PowerProgram Agenda- Water
6 power packed sessions each in 2 Parallel Tracks48 thought leading speakers250+ participants from Companies150+ companies62 BEST Practices published from 36 companies11 Companies Awarded for their best practiceshttp://www.iukan.in/conference-2014
CaseStudy
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PMANIFOLD’SCUSTOMER ENGAGEMENT SERVICES
Our Broader positioning in Utilities…
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Integrated Customer
Engagement Monitoring
Customer Records
Land survey
Online survey
Mobile SMS survey
Customer Facilitation
Center
Collection Center
Call Center
Distributed Control Center
Grievances Center
Online Social Media
Offline Campaigns
pManifold brings ‘Science, Sense, Integration and Regularity’ on Customer side of Utilities
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Most independently and skipping all hierarchies, we allow you active listening and acting upon to your ‘Customer voices’ across all touch points and utility processes
Strategic Decisions | Operational Decisions | Revenue Assurance
Informed decisions, in-time actions
Segmentation, Profiling Awareness, satisfaction
Better Customer Engagement + Expedited Loss Reduction
Customer Analytics
Locally immersed
Adv. Mobile UIs
Real time tracking
GIS integration
High security
Vetted Methodologies
Established processes
Robust quality control
Adv. statistics/analytics
Micro strategy BI
Strict confidentiality
Reliable Front End
Robust Back End
Know Your CustomersKYC
Design 2S & 3C Solutions, Services , Channel, Content, Communication
Cocreate
Closely monitor business performance & continuously improve
Monitor
pManifold’s continuous year round Managed Services for driving Utility’s Customer side initiatives
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Engaging Utility Customers well and planning Operations, Revenue Assurance & Employee + Vendor Engagement around them
Intelligence Education Satisfaction
Annual Baseline surveys (door-to-door) capturing Utility Customers (& key stakeholders) Opinions, Preferences & Satisfaction (UCOPS©) across all categories
Efficient Process/Quality control of Customer Indexing and rightful data integration for regular billing and auditing with utility chosen IT (one time)
Useful customer insights via QuarterlyAnalytics on legacy customer records and all complaints data
Identifying Customer Education & overall PR needs and driving planned campaigns & weekly communications via myUtility.in© and appointed PR agency
Quarterly Design Workshop with Utility Employees analysing Customer feedback and designing prioritisedinterventions
Design & quarterly review of Customer Satisfaction KPIs in Performance Management System of Utility Employees
Continuous Quarterly Customer Satisfaction monitoring via Telecallingacross key Customer processes like New Service Connection, Meter Mgmt., Customer services, Bills Distribution, Complaints handling etc.
Bi-annual Contact centers (CFCs,Payment centers, Call centers) Performance Audits
Annual Employee Satisfaction survey, & Recognition. (Identify Training needs)
pM
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TEAM PROFILE
Key Team Members in Utility Practice
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Key Team Members – 1/3
• Rahul co-founded pManifold, and Heads the Utility Practice. He has 10+ years experience in Business and Management Consulting with focus on active market development, customer studies and strengthening PPPs in Power, Water, Waste, Gas and Municipal Utilities, and working across projects and stakeholders
• He is a Certified Energy Manager and Practitioner from Bureau of Energy Efficiency, India
• He has had 1+ year experience as Business Head for Energy, Water and Microfinance focused Private Equity Fund for developing India
• He has had 3+ years work experience as Advanced R&D and Embedded Controls Engineer with a global automotive co. based in Detroit, USA
• He has had 4+ years multi-disciplinary research at the University of Michigan in Advanced Engineering areas of Control Systems, Robotics and broader Production Systems
• He is a Dual Masters graduate in Mechanical and Electrical Systems & Controls from University of Michigan, Ann Arbor, USA. He holds a bachelors degree in Mechanical Engineering from Visvesvaraya National Institute of Technology at Nagpur (India). His CFA studies and diverse Systems and Controls background has helped him integrate multiple disciplines in his various functional roles. His work in optimization of Operations Supply Chain is well published.
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Rahul Bagdia, Co-Founder, Head Utility Practice
• Faiz co-founded pManifold and Heads the broader Research, Corporate Advisory and Training services, with special focus on Customer Satisfaction and Behavioural Studies
• He has 10+ years of international experience in techno-managerial functions. During 2009, he worked in Netherlands as a business consultant to the Digital TV business unit of NXP Semiconductors, and delivered market analysis of two new strategic, multi-million dollar business opportunities. From 2005 to 2008 he was retained in Switzerland as a business engineering specialist for Credit Suisse’s core banking applications in the Payments and Infrastructure domain. From 2002 to 2008, he worked in a solution oriented and client facing environment at Cognizant Technology Solutions – a top IT services & consulting firm headquartered in USA.Here, he worked at metro locations in India and Europe, offering & delivering packaged solutions for clients like First Data (UK), AT&T (USA) & Credit Suisse (Switzerland).
• Faiz holds an MBA from HEC Paris (France) and was an international scholar at the Darden School of Business of the University of Virginia (USA).
• He also holds a bachelors degree in Electrical Engineering from Visvesvaraya National Institute of Technology at Nagpur (India) and a company sponsored Master’s degree in Software Engineering from Birla Institute of Technology & Sciences at Pilani (India).
Faiz Wahid,Co-Founder, Head Research & Advisory
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Key Team Members – 2/3
• Sandeep leads the Water Utility Practice at pManifold. He also leads pManifold’s stakeholder engagement initiative under the banner of India Utility Knowledge and Networking (IUKAN) Forum. He has worked in areas of Customer Indexing, Meter data management, MRBD, Billing CRM regularization, Capacity Building, Training etc. for private Power and Water utilities
• He supports deep analytics studies in Utilities involving Loss reduction, Vigilance, Process improvements, Customer segmentation etc.
• Sandeep brings with him 9+ years of experience in diverse field, including IT, Logistics & International Trade, and F&B. He has worked with Oracle in capacity of a software developer and also as a Customer Support Engineer (iProcucrement, iSupplier, etc) before taking up an entrepreneurial journey into other areas of interests.
• Sandeep has wide international exposure to the APAC markets with the business focus being trading Indian commodities.
• Earlier, Sandeep has completed his Bachelor’s in Mechanical Engineering from Visvesvaraya National Institute of Technology, Nagpur (erstwhile VRCE). He’s also a Cost & Management Accountant and is currently pursuing his Masters in Business Administration.
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SandeepWaghmareHead WaterPractice
• Sohel has 14+ years of experience in IT Industry, and leads the IT Practice at pManifold. He was working as an IT Architect at SOA Assembly Center of IBM India during 2006 and 2013. He worked on design and development of J2EE/SOA based solutions for clients in retail, telecom and public sector based on IBM SOA reference model and Oracle SOA suite of products. He has worked on design and planning for Enterprise Transformation projects, documenting existing enterprise architecture and building transition architectures.
• He was an Application Architect for a European Govt vehicle and tax department’s SOA initiative. He worked as an Integration Architect for Canadian Telecom (Rogers Media) Business Transformation program. In 2012 he worked as an Application Architect for IESO’s Meter Data Management and Repository (MDM/R) solution.
• He has consulted clients in open source adoption and end to end open source SOA solution stack. He has experience with Software process & practice leadership, method tailoring/improvement(Lean/Agile development, Pair Programming, TDD) and automation (Continuous Integration, Continuous Delivery).
• He has BE in Electronic Design Technology and Masters in Computer Science from KFUPM. He has worked as a faculty in Computer Science at KFUPM during 2001-2004 and contributed to research in software metrics and performance engineering.
Sohel Khan,Head IT Practice
Key Team Members – 3/3
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Kunjan Bagdia,Senior Analyst -Utilities
• Kunjan works as Senior Analyst at pManifold with 4+ years experience in Research, Consulting and Stakeholder Engagement. He has led and authored multiple Primary and Secondary Research studies for utility clientele, including industry Reports ‘Input Based Power Distribution Franchisee Market in India’ and ‘Interim (or Mini) Franchisee Market in India’
• He has led couple baseline studies as part of Technical Due diligence for Bid Advisory for Input Power DF projects in Mumbra/Shil/Kalwa and some regions in MP.
• He also leads Customer centric initiatives for Utilities, including Satisfaction and Perception measurement studies, Loss Reduction Benchmarking, Process audits and improvements, in states of Maharashtra, Orissa, MP, Bihar, etc.
• He also manages community of practice of Power Distribution Franchisee, which has 1100+ LinkedIn members. Kunjan holds a BE in Industrial Engineering.
• Uma has 6+ years’ experience as a practicing Chartered Accountant and Management Consultant. Her key expertise is her ability to have physical significance of numbers across any sectors, quickly decipher the dynamics of various cash flows, codify a working model and simulate scenarios to facilitate decision making. She has successfully completed multiple financial modeling and investment due-diligence across diverse sectors with special focus on multi-crore PPP projects in Solar (PV, Thermal, Panel Manufacturing), Power Distribution Franchisee, 24x7 Water Distribution etc. She has supported multi billion dollars deals on new technology outsourcing in areas like nano sensing Solar, Pharma molecules, bio-sensors etc. doing NPV analysis and suggesting deal structuring options.
• She has worked with 1000 crore plus companies suggesting improved financial re-structuring of business for improved F&A handling and direct and indirect taxation optimization.
Uma Bagdia,Head Finance & Analytics
Let’s get in touch…Jo
in u
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r co
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Presentations, and more…
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Talk to us or drop by…
Sandeep Waghmare
+91 98237-58532
Rahul Bagdia
+91 95610-94490
India (Main office)
741 Byramji Town
Opposite Marina Residency
Byramji, Nagpur - 440013
Maharashtra, INDIA
http://www.pmanifold.com
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2020 Calamos Ct.,
Suite 209
Naperville,
IL 60653, USA
Mr. Dinesh Jain
+1 630-853-3520
Let’s deploy our insights and actionsfor your business to improve and grow!
Water Sector Reforms - IndiaCommunity of Interest
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