ECG Introduces New System To Enhance Customer Care

The Electricity Company of Ghana (ECG) has rolled out a Commercial/Customer Management System (CMS) in the Accra-West District to enhance customer service delivery in its districts across the country.

“CMS will enable the ECG to improve in the areas of corporate management, particularly the control of its customer data base and assets. The benefits of the CMS would go to both the customer and the company,” the Public Relations Officer of the Accra West District, Mr Eric Asante, told the Daily Graphic.

Mr Asante stated that prior to this, ECG had previously operated various softwares that failed to improve upon the company’s commercial activities and customer care.

“This new system, through field reports and meter management, will help reduce cost through energy balancing with the introduction of our sub-station metering,” he said.

Mr Asante noted that the CMS was fortified in terms of its security features, and added that “the integration of CMS with all other systems will go a long way to reduce the time it takes to prepare quotations for new service applicants”.

According to him, customer response, in respect of correcting faults in good time and billing problems would be tackled since the information on customers would be readily available and devoid of mistakes.

“Until the introduction of this system, managing customer information and debt on the post-paid meters was a challenge on the various systems that were in place.

However, this new system properly manages this by migrating all information of the customer onto the new system”.

Customers, he said, would now benefit from enhanced customer care, enhanced time for new service connections as well as short billing cycle.