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News : Bescom Has a New Message for You

#contactcenterworld, @nammabescom

Bangalore, India, Oct 24, 2018 -- Bangalore Electricity Supply Company Limited (Bescom) has offered a pleasant surprise to its consumers. Two days ago, it started the initiative of informing users of scheduled power disruptions well ahead of time through text messages sent to registered mobile numbers.

Giving out more details on the long-pending project, a Bescom official said, "We have created a database of mobile phone numbers of all our consumers. While a large chunk of mobile numbers was already stored in the database as part of the Revenue Register (RR) directory, we have asked our personnel (who visit houses to deliver bills) to collect phone numbers of the remaining consumers. So, we hope that this exercise will be completed soon. Instant alert messages can be sent to all consumers in case of power disruption. We can also send them messages regarding pending bills and other issues."

The initiative has been warmly welcomed by Bengalureans. "This is a great initiative by Bescom. Though a power cut is an inconvenience, we can prepare ourselves when we are alerted a day ahead. These personalised messages have a lot of benefits. Earlier, the Bescom would issue a press statement or would update their social media page about outages. The announcements would be very general, mentioning only the major localities. However, with personalised messages, we get to know exactly which house or street would be without power and at what time," said Nandeesh Kumar, a techie.

C Shikha, managing director of BESCOM said, "This initiative to inform the consumers about scheduled and unscheduled power interruptions. We started this in one sub-division in Bengaluru to check how it works." If this initiative works well here, the same will be implemented across the city.

"A particular feeder is linked to consumers’ numbers and we have a software which is handled by the grievances cell. In a lot of our consumer grievance cells, consumers wanted to know why power was disrupted. That is the reason we thought of sending messages to consumers directly so that they are aware of the situation," Shikha added.

Bescom also hopes that the personalised messages will give a reprieve to its call centre. "Whenever there was a power cut in the past, the call centre would be flooded with calls. The lines would be busy and calls wouldn’t go through.

Now, with personal messages, we hope that people will be well prepared and patient. The personalised messages are only the beginning as we plan to enhance our customer support in the coming days. With the recent launch of our Bescom Mitra app, we hope that we can address a lot of issues and complaints digitally," added the official.

#contactcenterworld, @nammabescom

Posted by Veronica Silva Cusi, news correspondent

About Bangalore Electricity Supply Company:
Company LogoBESCOM - Bangalore Electricity Supply Company Limited is responsible for power distribution in the Eight districts of Karnataka.
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Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

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Published: Thursday, October 25, 2018

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