Gas Distribution
Bynry Taken Care of All Of The Commercial Operations at VGL and Improve Its Efficiency By 30%
Vadodara Gas Ltd. (VGL) worked with Bynry for varied commercial operations including metering, billing, distribution and payment collection to improve operational efficiency and consumer experiences.
Download Case study
Summary
Industry: Gas Distribution
Scope: Metering, Billing, Bill Distribution, Consumer Care, Collection Center Management, Hardware and support.
Consumer Base
135,000
Consumer Categories
Domestic and Commercial
Location
Vadodara
Key Challenges
- Unreliable meter readings
- Irregular bill distribution
- Manual handling of meter reading and consumer data
- Improper handling of customer grievances
- Absence of supervision and control over the overall process
Bynry streamlined our backend operations and offered us access to real-time data with daily tracking reports. It certainly helped us to identify areas that needed improvement. Needless to say, the data helped us to increase employee efficiency multi-fold. We are truly impressed with their solutions and workforce. It is always a pleasure to work with such a dynamic team.
VGL
Commercial Head • Vadodara
About VGL
VGL was set up as a joint venture between Vadodara Mahanagar Seva Sadan (VMSS) and GAIL Gas Limited. They cater to domestic and commercial consumers with a mission to supply eco-friendly fuel to everyone. As it expands its market base, VGL plans to expand its PNG and CNG distribution network to areas outside the city of Vadodara.
Challenges
|
Given that VGL catered to a wide audience with varied needs, there
were a number of challenges
that arose. They affected the company’s profit margins, brand
image and customer satisfaction.
|
|
Unreliable meter readingsVGL depended on manual meter readings for bill generation. This had a high risk of error and made the data unreliable.There were a number of instances where in the field force entered the wrong meter readings, missed a reading, entered the the wrong information while data entry, etc. There were also many instances wherein the meter readings were delayed. |
Irregular bill distributionAs a result of unreliable and delayed meter readings, bill generation and distribution too was delayed. Many consumers did not get their bills in time each month. Even when the bills were generated to time and with the correct data, there were many instances when the bills did not reach the consumer because of incomplete address records. |
Manual handling of meter reading and consumer dataThe company’s data from meter readings and consumer details was handled manually. This made the information unreliable not only for billing purposes but also for the company to base its future decisions on. |
Improper handling of customer grievancesDepending on manual effort for meter readings and consumer details led to a high number of complaints from customers regarding improper billing and other such issues. However, the team was not equipped to deal with these issues. This increased instances of customer dissatisfaction and affected the brand’s image. |
Absence of supervision and control over the overall processThere were no standardized process followed to monitor and manage operation teams. This made it difficult for different departments to communicate with each other and made it almost impossible to track data and information flow. This further caused difficulties with the transparency of information. |
Solutions
|
As a growing gas distribution agency, VGL needed a partner who could introduce technology & domain expertise and smoothen the adoption process. Bynry met both these parameters and was hence identified as the perfect partner. With the expert knowledge and field experience, Bynry was able to improve operational efficiency and support VGL’s growth plans. |
|
On-site spot billingBynry introduced spot billing to make meter readings and bill generation quicker and more efficient. These bills were generated on preprinted bills. By doing this, the bill generation to payment cycle was reduced and VGL was able to adhere to the billing schedule. |
Integrated payment collectionInstead of relying solely on cash for bill payments,Bynry integrated payment collection through various channels. 9 centers were set up to collect and manage payments. This helped the company improve the customer experience and improved their own cash flow. |
Proper Consumer Data HandlingBynry quickened the process of entering and managing consumer data to reduce the instances of human error to improve customer satisfaction. Proper handling of meter reading data helped the company generate bills on actual consumption and thus improve their revenue flow. Similarly, proper handling of consumer information helped reduce the number of missed readings and helped ensure bills were delivered to the correct addresses. |
Training for field force and back end teamsTo help the company make optimal use of the innovative technology being installed, Bynry trained a field force and back end team of 17 Meter Readers, 5 Back-office and 12 CC Executives. This helped improve operational efficiency and communication between departments. |
Streamlined operationsAlong with training executives, Bynry also streamlined operations through the introduction of smart technology and helped the executive team supervise the working of the field force. This smoothened processes and increased transparency. |
Impact
Improvement in Efficiency and Billing Accuracy
Digitizing meter readings and the other innovative technologies introduced by Bynry made VGL more efficient, improved billing accuracy and boosted customer satisfaction levels.
Get In Touch
Operational Efficiency Improvement
30 %
Data Billing Accuracy Improvement
95 %
Consumer Experience Increase
100 %
Billing Schedule Adherence
100 %
We Listen To You And Understand Your Business
We would love to understand your problems, help you solve them and then feature the success story of our fruitful association here. Talk to us today. We are all ears.
