Customer-Centric Approach: Pivoting Towards Enhanced Service Efficiency and Satisfaction
Energizing Growth: The Blueprint Behind Our Capital Investments
BEL evaluates its performance in delivering services, including field operations, call management, billing, and Customer complaint resolution, through the Service Delivery Index (SDIX). In 2023, the SDIX decreased to 72.8% from 87.9% the previous year, a dip attributed primarily to resource constraints and adjustments in internal processes that are expected to ultimately enhance service efficiency.
Going forward, BEL's Customer Service Strategy will pivot towards a more customer-centric approach, aiming to interact with Customers where they are. To achieve this, the Company will organize its operations into distinct service zones, streamlining service delivery and support. Recognizing the growing importance of digital engagement, BEL will increasingly focus on online interactions through web portals and the BEL 24-7 app, aligning with Customers' shifting preferences towards digital channels.
The Company is revising its commercial service standards to align with both Customer expectations and international benchmarks, ensuring that its services remain competitive and customer-focused. Additionally, BEL is reorganizing its procurement and inventory management services to guarantee the availability of essential materials for operational tasks, aiming for uninterrupted service delivery and enhanced Customer satisfaction.
