Five years ago, State Grid Jiangsu Electric Power Co., Ltd. launched the first WeChat public **** service platform in the State Grid system. 5 years ago, Jiangsu Electric Power has continued to innovate and expand its service channels, breaking the single service mode, constructing an open, interactive and highly efficient "Internet + power supply service" system, realizing the following The information query and interactive service of "real-time checking of electricity, online payment of electricity charges, timely knowledge of power outages, interactive questions and answers" has been realized, and the business processing functions of industry expansion and installation, and resumption of electricity in arrears have been launched. Since the launch of the e-service channel, the cumulative service volume of 800 million times, the online customer volume of nearly 18 million, high-voltage customers basically to achieve full coverage, online low-voltage customers accounted for 50%, realizing the multi-channel, synergistic and progressive customer service new model.

Insisting on customer orientation to diversify services

"I used to often forget to go to the business office to pay the electricity bill due to my long years of work in Shanghai and less time in Nanjing, resulting in the home always in arrears." Mr. Zhang, a citizen of Nanjing, said, "Now I open WeChat and Alipay to pay electricity bills, which greatly facilitates my life!" It is understood that, up to now, nearly half of the Jiangsu power customers through the cell phone to complete the electricity bill query and payment operation, only in the first half of 2018, Jiangsu users through the electronic service channel payment amounted to 20.78 million pens, the amount of payment of more than 23 billion yuan, the amount of service 160 million times.

Over the past five years, Jiangsu Electric Power has utilized the Internet platform and technical means to build a multi-channel synergistic "Internet+Power Supply Service" system based on WeChat, Alipay, and other third-party mobile apps. 5 years ago, the "Internet+Power Supply Service" system has been developed from a single point of service in offline business halls and service hotlines to multi-channel synergistic "Internet+Power Supply Service" system based on App and WeChat public number. The "Internet + power supply service" system, behind the Jiangsu Electric Power think customers think, anxious customers need, technical level breakthroughs, business level excellence, and constantly closer to the distance between the customer, and continue to provide customers with multi-channel, a full range of value-added power supply services.

Deeply digging into the value of data to make the service more intimate

The behavioral trajectory of the customer in the electronic service channel is the first-hand observation of the customer's information, through the customer information collation, analysis and application, Jiangsu Electric Power to grasp the accuracy of the customer information to improve, change the passive acceptance of the customer's information, not only to enhance the marketing services, management efficiency, but also to meet the customer's needs, and to improve the quality of service. The management efficiency, but also to meet the customer differentiation, personalized demand for electricity, electronic service channels "energy value" should not be underestimated.

Based on the massive data collected by the smart meter and the behavioral data of the customers on the electronic channel, Jiangsu Electric Power y analyzes and digs into the customer's habit of using electricity, establishes the customer's analysis model of using electricity, and guides the customer to realize the management of family energy efficiency. Take "Annual Electricity Bill" as an example, since 2013, the annual electricity bill has been continuously optimized, from initially displaying only the basic information of annual electricity bill, power consumption and time-sharing electricity consumption to the detailed data of ladder electricity consumption and length of payment, etc. It introduces the diagnosis of customers' electricity consumption, analyzes the customers' habits in multi-dimensional analysis, and carries out comprehensive evaluation and sets personalized labels on the customers' electricity consumption behaviors. Comprehensive evaluation and set personalized labels, and for different labels of customers to give payment methods, business changes and other diversified electricity advice. Jiangsu Power's annual electricity bill is comparable to the "Personalized Electricity Bill" issued by Opower, the world's leading home energy management company and home energy data analytics company.

Keeping up with the cutting edge of technology to make services smarter

The technology is changing rapidly, and the customers are getting used to it. After the WeChat message reply function is online, the manual reply enhances the interaction between the enterprise and the customer, and the customer's basic electricity demand is satisfied. With the enhancement of the degree of personalization of customer demand, the speed and quality of manual response and the contradiction between the needs of customers highlighted, Jiangsu Electric Power quickly responded to the June 28, 2017, intelligent customer service robot "Dr. Electricity" in the WeChat end on-line, really realize 24 hours a day, 24 hours a day on-line real-time response to the 10 million WeChat customers' demands. The robot is based on semantic understanding technology and intelligent knowledge. Based on semantic understanding technology and the construction of an intelligent knowledge base, Dr. Electric can "comfortably" answer diversified questions from users and disassemble complex, multi-step, multi-possible answers to gradually guide customers to find answers. It is understood that as of the end of July 2018, the number of customers visiting "Dr. Electric" reached 400,000, and customers*** asked questions 1.13 million times. One-on-one, point-to-point response is not only a real-time interactive intelligent service, which improves the efficiency of the enterprise's customer service, but also highlights the service concept centered on customer experience, which greatly improves customer satisfaction.

Over the past five years, Jiangsu Electric Power has continued to practice the concept of "Internet + power supply service", digging deep into the value of big data, the use of advanced technical means, in-depth analysis of customer power habits, to anticipate the needs of customers, whether they are dealing with the business of the customer or encountered power problems, can be directly through the electronic channel to find a solution to the problem, the intelligent level of power service has been improved. The intelligent level of power services is constantly improving. In the future, Jiangsu Electric Power will closely follow the theme of the development of the times, keep up with the forefront of technology, build a customer-centered, market-oriented modern service system, build a "strong front-end, big back-office" service new mechanism, around the rapid response to the service, the market accurate docking, experience continued to optimize, to provide excellent products and services, and to better create value for our customers. The company is also working hard to create a new situation of quality service.