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Role of CC&B-CIS in Increasing Customer Satisfaction

Published By Satyam Computer Services Ltd.

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Role of CC&B-CIS in Increasing Customer Satisfaction

Published By Satyam Computer Services Ltd.

By Abhishek Kundu and Vijay Darapureddi
Published January 2008
4 Page(s)

The paper discusses about competition in the Indian electricity market and its effect on customer choice and primarily talks about the role of Customer Care and Billing (CC&B-CIS) in helping the utilities in surviving in these new and dynamic business conditions. The deregulation has changed the way utilities work in India. In post Indian Electricity Act (IEA) -2003 scenario, with open access in distribution and large customers being allowed to buy electricity from the generating utilities directly, utilities are shifting their focus from “Connections” to “Customers”. In order to retain customers, CC&B-CIS becomes invaluable resource.