State Grid will build a unified customer service platform

In 2013, the State Grid will fully build the 95598 unified national customer service platform of the State Grid, which will enable the centralized operation of 95598 service operations across the entire network to facilitate the people to use more electricity.

It is understood that the 95598 business has been operated by the provincial, regional, and municipal companies of the State Grid Corporation of China separately. Due to the differences in the service processes and service standards of the local power companies, there are significant differences in customer perception. For the different demands of customers in different regions, the national grid is difficult to fully grasp the first time, affecting the state grid's strategic control of production, operations and other activities, the deployment of resources and overall scheduling, restricting the further enhancement of 95598 service quality and efficiency.

According to calculations, through the unified access of 95598 telephones across the entire network, the average waiting time for customers can be shortened by more than 10 seconds, and the average telephone call-through rate during busy hours is increased by approximately 20%; the reliability of the 95598 platform is greatly improved, and the unplanned outage time per year is from 10 The hour is reduced to less than 2 hours.

The relevant person in charge of the State Grid stated that building a company customer service center at the headquarters level has obvious advantages in terms of economy and management efficiency, which can save investment costs, reduce operating costs, and promote the continuous improvement of the company's service capabilities and service efficiency. In the near future, regardless of whether the client is in the coastal or frontier areas, whether in the city or in the countryside, they can enjoy uniform, standardized and high-standard power supply services.