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95598客户服务系统是电力企业客户服务技术支持系统的重要组成部分,有助于供电企业适应企业发展改革和社会服务需求,全面提高服务水平。文章阐述了供电企业95598客户服务系统的开发建设原则、主要业务处理流程、基本功能与逻辑拓扑、系统优点,为供电企业不断建设95598客户服务系统提供参考。 相似文献
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精准预测停电敏感的电力客户群体,能够有效感知客户用电需求,提升客户用电满意度,助力提高电力服务水平。文中提出基于贝叶斯网络构建电力客户停电敏感度预测模型,从95598客服平台、营销业务系统、用电信息采集系统获取分析数据,结合客户基本信息、用电信息、智能电能表计量信息以及用户用电交互行为,定义客户停电敏感度数据标签,对用户的停电投诉进行分析与预测。采用K折交叉验证法对停电敏感度预测模型进行实验验证。实验表明,基于贝叶斯网络构建的电力客户停电敏感度预测模型,在停电投诉分析应用中具备较高的精准度,验证了模型的有效性。 相似文献
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随着售电侧的逐步放开及"互联网+"的不断发展,电力客户差异化、个性化需求凸显,且对电能产品和服务将拥有更多自主选择权,传统电力公司面临客户流失的风险,亟待以客户分类为基础对需求特征进行深入研究,为电力公司更精准的满足用户需求提供基础。首先选取电量、电价、容量等指标维度对大客户进行K均值聚类,将客户分为五大类,其次通过大客户服务工单、客户调研等方式获取客户需求,并根据业务类型、客户感知等对需求进行分层整理,最后基于客户聚类分析结果,识别了各类别客户具体的用电需求和需求分层情况,并提出资源配置建议,以期为未来服务策略优化提供现实依据。 相似文献
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A.A. Chowdhury T.C. Mielnik L.E. Lawton M.J. Sullivan A. Katz 《International Journal of Electrical Power & Energy Systems》2005,27(9-10):669-673
This paper presents the overall results of a residential customer survey conducted in service areas of MidAmerican Energy Company, a Midwest utility. A similar survey was conducted concurrently in the industrial, commercial and institutional sectors and the survey results are presented in a companion paper. The results of this study are compared with the results of other studies performed in the high cost areas of the US east and west coasts. This is the first ever study of this nature performed for the residential customers in the US Midwest region. Methodological differences in the study design compared to coastal surveys are discussed. Customer survey costing techniques can be categorized into three main groups: contingent valuation techniques, direct costing techniques and indirect costing techniques. Most customer surveys conducted by different organizations in the last two decades used a combination of all three techniques. The selection of a technique is mainly dependent on the type of customer being surveyed. In this MidAmerican study, contingent valuation techniques and an indirect costing technique have been used, as most consequences of power outages to residential users are related to inconvenience or disruption of housekeeping and leisure activities that are intangible in nature. The major contribution of this paper is that particulars of Midwest residential customers compared to residential customers of coastal utilities are noted and customer responses on power quality issues that are important to customers are summarized. 相似文献
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在地市公司95598建设中,如何涵盖县级供电公司服务范围是一个比较复杂的问题,原国电公司的建设规范也没有确定具体的方式,仅提出了3种解决方案。结合西安供电公司的实际情况.提出了充分利用数据网络的远端IP座席方案。方案在缓解中心服务压力的同时,充分发挥了供电服务基层单位的作用,第一时间响应用户的服务请求.从而利用95598系统带动整个西安(及所辖县)的供电客户服务。 相似文献
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客户关系管理是国际上新兴的企业经营理念,它是一种旨在改善企业与客户之间关系的新型管理机制。在市场经济新形势的服务要求下,建立客户关系管理型供电客户服务中心是必要的。介绍了新型客户服务中心的架构和运作模式.以及如何区别对待不同的客户群(或客户),制定和实施差异化服务.提高客户的忠诚度和满意度。通过一年多的实践.取得了显的经济效益和社会效益。 相似文献
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根据广东省电力客户服务呼叫中心系统的建设和运行管理的经验,介绍电力客户服务呼叫中心系统的构建技术和功能设置,以及系统建设的必备条件;同时介绍电力客户服务呼叫中心在需求侧管理工作中的功能。电力客户服务呼叫中心系统投入运行一年的经验表明,其为需求侧管理工作发挥了强大的服务功能。 相似文献
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分析了江苏省电力公司实施营销业务流程再造取得的初步成效,在此基础上阐述了深化流程再造在电力营销管理信息系统中应用的可行性和必要性,并对改造方案,实施步骤以及今后模式提出建议设想。 相似文献
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供电企业顾客满意度指数测评方案探讨 总被引:1,自引:1,他引:0
比较分析了顾客满意率和顾客满意度指数的区别,论述了顾客满意度指数测评的重要意义和应用价值。供电企业有必要借鉴国际先进经验,采用顾客满意度指数深入细致地测评顾客的满意程度,为改进和提高服务质量提供科学的依据。在理论模型选择的基础上,提出了测评的思路,顾客的分类和顾客满意度指数测评的方案。 相似文献
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A power outage brings in economic losses for both the customers and the utilities. Studying these unwanted events and making solid predictions about the outcomes of the interruptions has been an attractive area of interest for the researchers for the last couple of decades. By making use of a customer survey study conducted in Finland, this paper benefits from both the reported cost data collected from customers and from the analytical data that are available and then presents a new hybrid approach to estimate the customer interruption costs of service sector customer segment. Making use of Value Added information of the customers is a common practice for the cost normalization purposes. This paper verifies the approach by comparing the findings of the customer survey and the econometric model suggested here. This study is a unique source in terms of providing a reliable, easy to apply, and a straightforward model for calculating the economic impacts of power outages. 相似文献
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信息技术的飞速发展影响着各行各业,企业的竞争重点已经由以产品为中心转向以客户为中心,新的技术被应用在顾客管理体系中,参照目前各科服务的特点,结合顾客服务体系的特点,提出了顾客管理体系的改进方案与技术应用。 相似文献
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José J. López José A. AguadoF. Martín F. MuñozA. Rodríguez José E. Ruiz 《Electric Power Systems Research》2011,81(2):716-724
Customer classification aims at providing electric utilities with a volume of information to enable them to establish different types of tariffs. Several methods have been used to segment electricity customers, including, among others, the hierarchical clustering, Modified Follow the Leader and K-Means methods. These, however, entail problems with the pre-allocation of the number of clusters (Follow the Leader), randomness of the solution (K-Means) and improvement of the solution obtained (hierarchical algorithm). Another segmentation method used is Hopfield's autonomous recurrent neural network, although the solution obtained only guarantees that it is a local minimum. In this paper, we present the Hopfield-K-Means algorithm in order to overcome these limitations. This approach eliminates the randomness of the initial solution provided by K-Means based algorithms and it moves closer to the global optimun. The proposed algorithm is also compared against other customer segmentation and characterization techniques, on the basis of relative validation indexes. Finally, the results obtained by this algorithm with a set of 230 electricity customers (residential, industrial and administrative) are presented. 相似文献