Customer Experience, Revenue Assurance, pManifold, Utility, Power Distribution Franchisee, Utility Managed Services

1. Enhancing Customer Experience and Revenue Assurance
Customer Research | Education & Engagement | Data Analytics | Process Audits & Improvements | Training | Custom IT
• Data Mapping & Analytics
(Legacy Customer data, Billing,
Theft, Losses), Customer
Indexing (with Partner)
• Focused Customer Research –
COPS, CSAT, WTP and custom.
Customer touch points and
processes audits.
KYC, Analytics
• Customer Billing Data
Sanitization/ Correction/
Update, Regularization,
speeding billing process
Billing Data
Regularization
• Turn key (with Partner) - Meter
Read, Bill Print, Bill
Distribution, Data
entry/Digitization
• Regular year round Internal
Audits for Meter-to-Cash cycle
related processes and
improvements
MRBD &
Vigilance
• Complaints Tracking/
Resolution, Soft Arrear
Recovery, Satisfaction
Management
• Turn key (with Partner)
Inbound and Outbound call
centre & Customer Experience
Mgmt.
Call Centre
• Customer Education, Website/
portal, Social Media, Voice &
Video stories, Newsletter,
custom Stakeholder
Engagement conferences,
thought leadership white paper
Education,
Engagement
• Training & Capacity Building for
Grounds Team, Employees,
Customer Services Team &
Vendors.
• Employees & Vendor surveys.
Setting & Monitoring
Performance Mgmt. system.
Training &
Performance
Mgmt.
• Collection analytics, Due date
reminders, Turn Key Revenue
Assurance, Collection Centre
and Process Audits
Collections
• Custom Mobile and Web App
for Customer Indexing, MIS,
Performance Monitoring,
Photo Meter Reading, MDM,
Customer Engagement, Billing
regularization etc.
Custom IT
4/2/2014 www.pManifold.com 1
pManifold’s Utility Managed Services