Hotline of power engineering specialists:
IDGC of Centre continues to implement the project to develop the value-added service "Works related to the customer's competence in the implementation of the grid connection procedure" ("Grid connection support"). Its goal is to create favourable conditions for small and medium-sized businesses (these are the main customers of works on grid connection of power installation up to 150 kW, which are subject to the new service). The service is provided on the principle of the "single window", with its order the customer receives the full set of documentation and the facility connection to the power grid as a "turnkey" project, while saving time and money.
The project started in 2015, the branches of "Voronezhenergo" and "Kurskenergo" were chosen for its pilot implementation. Specialists of the customer care unit of the enterprises passed comprehensive training of customer-centric service and effective sales techniques. Formulated solutions on its results formed the basis for incremental work instructions for employees who will be engaged in the implementation of the new service. Furthermore, an effective system was implemented to motivate them.
As the first results show, the project is demanded by consumers. The number of concluded contracts by specialists of Voronezhenergo and Kurskenergo for the service "Grid connection support" in 2015 doubled in comparison with 2014. The total revenue amounted to 53.4 million rubles, which is almost 4 times higher than a year earlier. Taking into account the good practices in IDGC of Centre, it was decided to expand the geography of the new service at the expense of its implementation in other regions of the company’s service area.
In 2016 the project "Grid connection support" will be implemented in the Lipetsk and Smolensk branches of the company. It was launched last week when Lipetskenergo and Smolenskenergo held meetings of the project participants with deputy directors of the branch for sale of services and a representative of the executive office of IDGC of Centre. Psychological diagnostics of the participants was also conducted to determine their potential for participation in the project.
Now under the guidance of an experienced coach they will have to be trained, which includes three training modules: management of conflicts, settling disputes with existing customers; effective techniques of sales and work with a new customer; the basics of customer- centric service, and business written communication. The training will complete in October, in total it will be attended by about a hundred employees of the customer care unit of the branches covered by the project this year.
