EVN: Making the most of the advantages of science and technology to take care of customers

Delegates attending the conference at EVN headquarters ( Hanoi )

On August 11, in Hanoi, Vietnam Electricity Group (EVN) held a ceremony to summarize 20 years of developing the Customer Management Information System (CMIS) and 10 years of establishing customer care centers (TTCSKH).

Attending the conference were Mr. Dang Hoang An - Party Committee Secretary, Chairman of the Board of Directors of EVN; Mr. Nguyen Anh Tuan - Deputy Party Committee Secretary, General Director of EVN; Mr. Nguyen Huu Tuan - Standing Deputy Secretary of the Party Committee of EVN, along with members of the Board of Directors, Deputy General Directors of EVN, representatives of EVN's professional departments and units under the Group. On the side of the Vietnam Electricity Trade Union, there was Mr. Do Duc Hung - Member of the Executive Committee of the Vietnam General Confederation of Labor , Chairman of the Vietnam Electricity Trade Union.

Also attending were experts: Mr. Le Thanh Hai - Chairman of People One Joint Stock Company; Mr. Doan Thanh Tam - Deputy Director of Customer Service LLC - Military Industry and Telecommunications Group ( Viettel ).

Fundamental change in service methods

Customer care (CSKH) and customer information management are two indispensable pillars in EVN's business, customer service (KD&DVKH) and digital transformation. From the early days of manual and scattered operations, the CMIS system and customer service centers have now truly become the core digital platform, contributing to fundamentally changing the way the Electricity industry serves customers, from purely providing electricity to providing proactive, comprehensive and multi-channel services, focusing on customers in all activities.

The activity of summarizing 20 years of CMIS development and 10 years of establishing Customer Service Centers is of great significance, aiming to evaluate, discuss and agree on strategic directions in the next phase, in line with the vision to 2035: "EVN is the leading smart energy enterprise in Southeast Asia".

Specifically, after 20 years of formation and development, the CMIS system has entered version 4.0, comprehensively digitizing EVN's business and customer service processes, from receiving customer needs, contract management, service provision, integration with metering systems, electronic invoices, electronic payments, and especially connecting with the National Public Service Portal, National Population Database, Payment Gateway,...

The CMIS system is managing data of more than 32 million customers, processing hundreds of millions of transactions each year, affirming its role as the "backbone" of customer service and sales in the Group.

According to EVN Deputy General Director Vo Quang Lam, CMIS is not only an effective customer information management tool but also a "digital infrastructure" that connects from the Group to each member unit, connecting national digital platforms and those of ministries, branches and localities nationwide. CMIS brings outstanding values with the motto "3 easy": easy to access, easy to participate and easy to monitor. Thanks to that, it has brought customers outstanding experiences, helping customers easily look up information about electricity service usage; helping electricity units improve transparency and efficiency in customer service.

For customer service centers, after 10 years of establishment and development, they have gradually modernized the service model, developed a multi-channel ecosystem, and strongly applied new technologies such as CRM (customer relationship management system), chatbot, voicebot, AI, and big data analysis. The customer satisfaction rate has reached nearly 99%, a testament to the progress and continuous efforts of the entire Group.

Customer service centers have become a reliable bridge between EVN and customers, taking on the role of a center for listening, receiving, processing and answering information quickly and transparently for customers.

At the conference, valuable practical presentations related to improving service quality and customer experience in the digital age were discussed and shared by experts. Also within the framework of the conference, a discussion on "Digital transformation and customer experience - a breakthrough towards smart energy services" took place.

Speakers participating in the seminar “Digital transformation, customer experience - A breakthrough towards smart energy services”. Photo: Tuan Viet

The seminar provided a lot of information and practical experience through analysis and sharing from speakers inside and outside EVN, such as: Key strategic orientations for the next 10 years; building a digital ecosystem associated with corporate culture to increase the value chain; choosing suitable and stable technology as a foundation for long-term development; mastering technology and AI to bring higher value to the work of each employee; building and effectively managing customer databases,...

"Customer satisfaction is our way of life"

Speaking at the conference, General Director Nguyen Anh Tuan affirmed that maintaining and developing customer trust in the digital age is the most important factor, in which, customer care departments need to find solutions to increase customer satisfaction. EVN leaders pointed out that to do this, EVN's staff need to have the skills to apply science and technology and digital transformation in solving work more effectively. In particular, it is necessary to promote the application of CMIS utilities to group customers, thereby developing effective care strategies for each customer group.

EVN's General Director expressed his hope that customer service work at units will increasingly replace manual work, promote the development of smart switchboards, and automatic responses, helping to minimize errors due to subjective factors, "proactively informing customers instead of waiting for customers to come to them when they have questions or complaints".

Along with that, building smart energy systems is also extremely important, thereby speeding up the troubleshooting process and improving the quality of grid management.

EVN General Director Nguyen Anh Tuan emphasized that looking back at 20 years of development of the CMIS System and 10 years of establishing the Customer Service Centers is also an opportunity to orient the future. The Group will discuss with the units and propose further solutions to achieve the goals and expectations in developing services and customer care, contributing to the development of the entire Group in the coming time.

Chairman of EVN Board of Directors Dang Hoang An gave a speech to conclude the Conference. Photo: Tuan Viet

In his speech directing and concluding the conference, Chairman of the Board of Directors of EVN Dang Hoang An pointed out the important role of customer care (CSKH) in business efficiency and development of enterprise operations.

EVN leaders emphasized that business is the “last step in all steps” and the “face” of the Group. Customer service is the “face of the face”, the “communication window” for people to clearly perceive the image that EVN wants to build in the minds of customers, in which the factor of connecting with customers plays a very important role.

“Customer satisfaction is our way of life. EVN must strive to be the best power supplier in the country,” the Chairman of EVN’s Board of Directors pointed out.

To realize this desire, EVN leaders have proposed a number of suggestions and directions for business and customer service activities in the next phase, such as: continuing to focus on all solutions to simplify procedures as much as possible, shorten the entire process, digitize all stages, create an increasingly close connection between the Vietnam Electricity industry and customers,...

The Chairman of the Board of Directors of EVN also emphasized that one of the goals set by the 4th EVN Party Congress for the 2025-2030 term is to provide electricity services to customers with increasingly high quality, focusing on customer satisfaction, striving for EVN to become a Top 3 ASEAN Enterprise in terms of service. To achieve this goal, the role of the staff in all units of the Group is extremely important.

Appreciating the development of the CMIS System over the past 20 years, Mr. Dang Hoang An noted that the Group's units need to find ways to exploit this huge amount of data to improve work efficiency, especially business and customer service. In particular, it is necessary to promote surveys and carefully study the data system to personalize each customer, especially the ability to predict behavior to have the most appropriate and effective response and service plan for customer requirements.

Also at the conference, recognizing the outstanding contributions and achievements in 20 years of developing the CMIS System and 10 years of establishing customer care centers, the Group awarded certificates of merit to 13 groups and 70 individuals.

Source: https://doanhnghiepvn.vn/doanh-nhan/evn-tan-dung-toi-da-uu-the-cua-khoa-hoc-cong-nghe-de-cham-soc-khach-hang/20250811063242228