CLP Power Hong Kong Limited
Awards:
2021
Company Introduction
CLP is one of the two main electricity power generation companies, as a vertically integrated power utility, CLP covers the area of Power generation; Power transmission and distribution; and Customer Service. CLP provides electricity to more than 8-% of Hong Kong’s population. In a changing world, our mission is to produce and supply energy with minimal environmental impact to create value for shareholders, customers, employees, and the wider community.
Customer Experience Vision
Driving digital transformation is one of the strategic agenda in CLP as it not only increases operation efficiency, but also improves customer satisfaction & experience and boosts up company brand image. More customers are adopting digital and social channels to fulfill the services by themselves where it should be fast and convenient. How to handle tremendous customer demands and get their problems solved quickly with fixed capacity and resource becomes one of our big challenges. With the increasing trend to leverage data and journey design to optimize customer engagement and servicing channels to bring the delightful user experience.CLP has embarked on a transformation program to become a world-class “Utility of the Future” centered on customer value, business agility and digital enablement. This includes realizing our Customer vision of being a trusted partner of our customers, creating bespoke experiences and empowering them with customer centric solutions today and tomorrow. A number of projects across CLP therefore contribute to realizing this Customer vision. They all will play a specific role in delivering new ways of working – new systems, new processes, new capabilities – to enhance our customers’ experiences.
T Customer Engagement Strategy itle
Over the past few years, CLP undertook a Visioning exercise to define a new operating model across five core functions including Customer. A numerous of initiatives were identified that will enable CLP to meet its operating model ambition, and these were planned to be delivered through a combination projects, such as the revamp of customer experience which also include the objectives of digitalizing servicing channels.It is important to leverage data and journey design to optimize customer engagement and servicing channels to bring the delightful user experience, the objective is to transform the traditional call center to a digital customer service model of the future into below 3 areas.
To enhance the user experience of customer service through integrated and frictionless digital channel design together with the innovative use of data, technology and design thinking process such as: 360 customer view with real-time alert for customer management, deliver differentiated user experience through journey design embedded in all customer services at any touchpoint etc.
Enabling customers proceeding self-services with peace of mind, established a trustworthy digital service platform to provide more personalized and caring services. For examples: conduct channel migration to offer personalized and easy self-help services, adopting zero contact resolution concept to address customer needs proactively, set up dynamic and personalized IVR to identify and address customers’ needs.
Delivering CLP customer servicing vision where digital will lead CLP’s and Hong Kong’s transformation to a smarter and more sustainable future so that its people can live a brighter tomorrow. Omni channel has been established to enable effective multi-channel servicing and management. We will also make good use of virtual assistance with inbuilt intelligence to assist customer’s enquiries automatically.
Customer Engagement Initiatives
Our service digitalization and transformation program are implemented customer service demand management framework to optimize resource utilization and minimize negative customer impact. Three levels were executed:First level: Design for No Call - design to eliminate demand to fulfil customer needs with zero operational effort
Use Case : Proactive digital alerts provide latest outage information during extreme weather through the deployment of CLP Smart Meter, digital alerts including: In-app notification, SMS and email, and service tools including: AI chatbot, social media and straight-thru eForm.
Second level: Digital Servicing - build capability and drive adoption to digital channel and make digital servicing as our customer’s preferred choice
Use Case : Online Move-in
The principle of the design is to facilitate customers in using the online platform to apply for an electricity account. Customers can use the platform at any time and in anywhere. The online platform enables move-in application to be processed easier and faster. Frictionless journey such as adopting AI chatbot, sending out personalized message and notification has been deployed.
Design thinking, and agile delivery & experimentation have been adopted to identify top failure demand outputs through data analytics, to get the right data and create hypotheses to gather insights, to understand customer’s pain points and map out customer journey, carry out experiments on the top failure demand outputs and the result of the experiments are being tracked and analyzed.
Third level: Robotics Process Automation (RPA) - Automate non-value add operation works such as data entry Use case: More than 50 back-end operation processes are automated using server-side RPA solution powered by BluePrism.
Use Case : Online Move-in
The principle of the design is to facilitate customers in using the online platform to apply for an electricity account. Customers can use the platform at any time and in anywhere. The online platform enables move-in application to be processed easier and faster. Frictionless journey such as adopting AI chatbot, sending out personalized message and notification has been deployed.
Design thinking, and agile delivery & experimentation have been adopted to identify top failure demand outputs through data analytics, to get the right data and create hypotheses to gather insights, to understand customer’s pain points and map out customer journey, carry out experiments on the top failure demand outputs and the result of the experiments are being tracked and analyzed.
Third level: Robotics Process Automation (RPA) - Automate non-value add operation works such as data entry Use case: More than 50 back-end operation processes are automated using server-side RPA solution powered by BluePrism.
