State Grid Xuchang Power Supply Company: ’Electricity Butler‘ listing service directly connects with the community
"After a phone call, someone came to help me survey the installation location of the charging station. They arrived in less than 10 minutes and provided professional guidance. I'm very satisfied with the service," said Chu Dingjuan a customer who had applied for an electric vehicle charging station in Xuchang City, Henan Province in Central China.
The "Electricity Butler" listing service is an innovative measure taken by State Grid Xuchang Power Supply Company to implement grid-based direct and precise services, ensuring convenient electricity consumption for its customers. In order to improve customer satisfaction with electricity usage, the company divides the power supply area into 72 power supply service grids based on factors such as load density, service radius, and equipment condition. The charging of fees, low-voltage business expansion, emergency repairs, and low-voltage electricity inspections are included in the grid service management.
An "Electricity Butler" is arranged for each grid to provide listing services, and actively enters into the community's WeChat group to fully understand the customers' needs. Information on power outage, proxy purchase, and new energy services is promptly released by the company, actively creating a "1+1+1" grid service model where an "Electricity Butler" is responsible for one grid and serves a group of users, catering to the diversified electricity needs of customers.
In order to enhance the awareness of grid customers towards the grid "Electricity Butler", the State Grid Xuchang Power Supply Company has created a grid "Electricity Butler" information board, which includes their personal basic information, power supply service scope, service hotline, and a complaint hotline. These information boards are posted in prominent positions on the electric meter boxes to ensure that customer service demands can be contacted promptly, quickly, and will be effectively addressed by service managers. This has achieved the goal of "full-coverage, zero-distance service", effectively enhancing the public's sense of electricity access reliability.
Since the implementation of the "Electricity Butler" listing service by State Grid Xuchang Power Supply Company, the grid members have joined a total of 4129 WeChat power supply service groups, serving a total of 627,900 customers. While quickly solving customer electricity issues, they have also narrowed distances, built a "heart to heart bridge" to communicate with their customers, and effectively improved customer satisfaction by providing reliable electricity supply.