CRM solutions recommended for Power Sector by SA

In a bid to enhance the experience of customers in the power sector in Nigeria, Signal Alliance one of the leading systems Integration companies in the country has introduced two Customer Relationship Management (CRM) CRM solutions for Power Sector: Microsoft Dynamics and SAP CRM. The solutions, which have been specially recommended for the players in the reformed sector as the best CRM solutions for Power Sector in Nigeria, are meant to help the GENCOs and DISCOs, improve on their customer relationship and at the same time ensure positive bottom-line.

In a white paper presented by Signal Alliance, the company streamlined the challenges in the present-day power sector under the new private owners and how the solutions have been designed to help the sector surmount the challenges of satisfying their customers, while making profit through seamless productivity. According to the white paper, “the need to create the right relationship between the electricity providers and their customers and the need for the power infrastructure owners to deliver quality service formed the basis of the CRM solutions”.

As explained in the white paper, Microsoft Dynamics, an integrated Software Solution that will simplify complex management of electricity through; managing power usage intelligently, delivering power and analysis based on Customer demands, improve asset utilization, increase power availability, while the SAP CRM is meant for the Utilities Industry to help the companies retain customers loyalty. Reference was made to situations where there is power outage and nobody explains anything to anybody because of the communication breach. Also a case where a power transformer blows up and it will takes days before it is attended to were attributed to the lack of proper relationship structure between the owners and the direct users, justifying the need for specific CRM solutions for Power Sector.

According to the Signal Alliance Head, MS Dynamics, Mr. Maro Ologe “We have broadly explored the Customer Relationship Management (CRM) practices in the electricity distribution sector in Nigeria, identified some of the existing challenges and came up with how they can be improved with the use of CRM solutions for Power Sector and gain better service design”. 

The white paper also shed light on the history of the power sector from inception, the challenges and added that these solutions draw strength from state of the sector, and give a better understanding of the key actors and their roles, giving a few specific recommendations that are outlined using the short, medium and long-term lenses. To move from the identification of challenges and potential solutions to implementation of some of the recommendations on the ground, a series of concerted efforts are required by a number of key stakeholder groups,

With the CRM solutions for Power Sector - Microsoft Dynamics and the SAP CRM - the power sector would be able to achieve A new way of thinking: a change in paradigm, change in the messages sent and received and Change in the overall culture. The competencies required for an effective CRM process according to the publication would be: Reliability, Responsiveness, Accessibility, safety, Courtesy, Consideration, Communication, Recognizing the customer and competence on the part the providers.

The CRM solutions for Power Sector tends to provide answers to the numerous questions on the minds of the customers, which can be put in perspective through the provision of a 24 hours dedicated call centres, a stakeholders interactive platforms, offering online services, such as downloading of necessary forms, usage and payment history information, options for online application and bill payment, load shedding forecasting, maintenance notification platforms.