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Customer first is a core value of CESC. With a century long legacy of providing stellar Customer service across Kolkata and adjacent areas, CESC strives to attain excellence in Customer Experience management and ensure a delightful and interactive service mechanism. CESC's Customer Centricity is reflected in its relentless focus on delivering personalized, efficient, and reliable services, a hands on approach to resolving Customer complaints swiftly and ensuring that Customer's concerns are addressed with empathy and efficiency.
The CESC website is extremely user-friendly and communicative, with a search option to easily locate services. It is also device agnostic and hosts all of CESC digital services, acting as a virtual office of CESC, which is operational 24x7. Personalised and secure Customer accounts can be created on the website for each user, from where up to 5 accounts can be managed.
CESC is India's first power utility to launch the CESC Metaverse on its website. It is a three dimensional virtual reality based web interface that offers immersive, personalized interactions, enabling Customers to view and pay bills, apply for new connections, submit AC load applications, and initiate name change requests. It also has features like the popular Game Zone and a sustainability corner.
The website also hosts the CESC chat bot E-buddy, which can provide all major digital services of CESC from anywhere, at any time. CESC also has a WhatsApp Bot on 7439001912, making all the organization's digital services available to Customers by just typing a simple “Hi”.
The 'CESCAPPS' has been recently revamped and is now available to Consumers on both iOS and Android. It is a new age, fast, has a highly customisable app with light and dark modes and is enriched with the provision to pay bills, report supply off, apply for a new meter, calculate bills, know regulatory information and much more. For each Consumer, up to 5 accounts can be added on the app.
CESC has introduced its maiden Customer Rewards Program called "E-Points: CESC Digital Rewards." By adopting online bill payments and opting for paperless bills, Customers will accumulate reward points that can be redeemed for a variety of lifestyle goods and services from over 40 well-known brands in healthcare, entertainment, dining, beauty, travel, electronics, and many other categories. Customers can participate in the reward program through the CESC Website and CESCAPPS.
CESC has a presence on Facebook, Twitter and Instagram, where Consumers are informed about the company initiatives, digital services, CSR activities and more. During any impending natural disaster or heatwaves, Consumers are given proactive safety tips through our social media handles. CESC also has a presence on LinkedIn, where Consumers are informed about the Company's internal initiatives, updates on company leadership, new hiring and the organizational core values. CESC has a YouTube channel too.
CESC's social media is also an important Customer support platform, where Consumers can reach out 24x7. CESC uses generative AI and advanced programming technologies such as HAIKU, NLP and machine learning to ensure no Consumer interactions are missed and all interactions are handled with utmost empathy and sensibility within 5 minutes.
Almost at every stage of the entire life cycle journey starting from new meter application, to meter reading, bill generation, bill payment, planned supply outages and more, CESC sends communication to its Consumers through emailers and SMS proactively. Emailers are sent to Consumers on special festive occasions. Communication is also sent to spread awareness regarding monsoon safety and other safety alert tips during natural disasters or other inclement weather conditions.
CESC organizes several outreach activities for Customer awareness. Every year before Durga Puja, which is the biggest festival in West Bengal, CESC organizes an Electrician's Safety Workshop to spread messages of electrical and fire safety. This is also covered LIVE on social media.
Through continuous improvements in service delivery, digital integration, and personalized support, CESC reinforces its dedication to being a Customer-first company, building trust and fostering long term relationships with its Consumers. By leveraging advanced technologies, CESC has not only streamlined operations but also enhanced the overall Customer experience.
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