Customer Relationship Management Strategy and Excellence
Customer Relationship Management Strategy
EGCO Group has established a robust customer service policy that covers the provision of high-quality and trustworthy services, fair and honest working practices, punctuality, delivering quality products and services, as well as protecting customers’ confidential data without any misuse of data for personal gain or third-party benefits.
EGCO Group further drives customer participation by organizing activities to build relationships, arranging meetings to exchange information and receiving comments to develop production plans that comply with customers’ requirements. EGCO Group also conducts customer satisfaction surveys on an annual basis to maintain the continuous development of customer relationship management.
Customer Relationship Management Program
EGCO Group has established a Customer Relationship Management (CRM) programme to ensure effective communication, responsive service delivery, and continuous improvement in customer satisfaction, aligned with the Group’s business-to-business operating context. The programme emphasises direct engagement, transparency, and relationship building with corporate and institutional customers.
Customer Communication and Engagement Channels
EGCO Group provides multiple channels for customers to request support, raise concerns, and provide feedback, with a focus on direct and effective communication:
- Online channels: including web-based inquiry forms and direct email contact, for formal requests and documentation.
- Dedicated phone lines: enabling direct discussion regarding operational or contractual issues.
- In-person engagement: such as meetings, site visits, and plant tours, which are the primary channels for managing customer relationships, resolving issues, and aligning on operational requirements.
EGCO Group continuously evaluates and enhances its communication channels to ensure they remain effective for its corporate customer base.
Incorporation of Customer Feedback
EGCO Group conducts annual customer satisfaction surveys as part of process to systematically capture customer feedback on service quality, reliability, and relationship management. Survey results are reviewed by relevant functions and used as an input to operational planning, service improvement initiatives, and customer engagement strategies, supporting continuous improvement in customer relationship management.
Service Accessibility and Inclusive Engagement
EGCO Group recognises the importance of accessibility and inclusive engagement. Customer‑facing engagements, including investor site visits and learning centre activities, are designed to accommodate diverse groups, including elderly participants and persons with disabilities where applicable. Facilities such as the Khanom Learning Centre provide services accessible to all visitors, supporting inclusive participation in EGCO Group’s engagement activities. In addition, EGCO Group’s website provides accessible digital channels, including adjustable font sizing, to support elderly users and enhance overall accessibility.
Complaint Handling and Resolution
Given EGCO Group’s corporate customer profile, complaints and concerns are managed primarily through direct communication channels, such as meetings and telephone discussions, rather than automated systems. Accordingly, EGCO Group operates through a relationship‑based approach to customer engagement and issue resolution.
Responsible teams formally acknowledge customer concerns through direct contact and confirm receipt and recording of each complaint. EGCO Group agrees on resolution timelines directly with customers and determines them according to the urgency and nature of each complaint. EGCO Group classifies complaints and timelines for complaint resolution into three tiers:
- High/Severe: Complaints impacting power system stability or involving contractual non-compliance are addressed immediately by the Operations Division.
- Medium: Complaints relating to communication difficulties, cooperation with EGAT, or information delays are resolved within three business days by the relevant Division Head.
- General: Complaints concerning employee conduct are addressed within one week to one month by the Department Head.
All complaints are recorded and tracked through EGCO Group's internal governance processes to ensure accountability, transparency in resolution timelines, and continuous improvement in customer relations.
EGCO Group’s complaint handling and customer service processes are independently verified under ISO 9001:2015 by accredited external auditors. Currently, certification is implemented across EGCO Group’s power plants including KEGCO, KPG, YGP, NED, GPS, Solarco, and NT1PC, while NTPC holds an integrated certification including ISO 9001:2015. All certifications remains valid during the reporting year.
Customer Relationship Excellence
EGCO Group is determined to generate and distribute a power supply of high quality that complies with power system standards to ensure a sufficient and continuous power supply for customers.
| Customer | % (Revenue: %) |
|---|---|
| Electricity Generating Authority of Thailand (EGAT) | 54 |
| Manila Electric Company (MERALCO) | 18 |
| KPX Power Exchange (KPX) | 1 |
| Others | 27 |
Revenue classification indicates that 54% of EGCO Group’s revenue was derived from EGAT, making it EGCO Group's primary customer. The past performance reveals that EGCO Group has achieved the determined targets in its power purchase agreements. This strong track record provides assurance to customers and stakeholders that their requirements will be met consistently across all aspects of EGCO Group's operations. Underpinning this performance is structured bilateral engagement covering operational coordination, generation performance reviews, and technical information exchange, all aligned with Power Purchase Agreement (PPA) obligations.
EGCO Group manages customer relationships through four structured touchpoints spanning plant operations coordination, invoice and billing management, dedicated Customer Relationship Management (CRM) activities comprising regular in-person meetings and annual CRM sessions held consistently each year, and power quality and delivery continuity. Regular liaison meetings and dedicated communication lines ensure that matters relating to dispatch schedules, plant availability, and contractual commitments are addressed transparently and without delay.
Customer satisfaction outcomes, spanning service quality, reliability of power supply, and responsiveness, are reviewed annually through a formal customer satisfaction survey conducted with EGAT personnel. Survey results and customer suggestions are systematically incorporated into EGCO Group's operational planning and service improvement initiatives, including enhancements to plant operation procedures, CRM practices, invoice systems, and power quality management.