EVNNPC Customer Care Center: 11 Years of Building Trust and Connecting with Customers

July 1, 2026 marks a significant milestone as the Customer Care Center of the Northern Power Corporation (EVNNPC) celebrates its 11th anniversary. From a modest newly established unit, the Center has progressively affirmed its position as a modern, centralized customer care hub, playing a crucial role in transforming the "customer-centric" principle into concrete actions across all EVNNPC operations.

A Journey of 11 Years of Continuous Development

Established on July 1, 2015, the EVNNPC Customer Care Center began its journey with 25 staff members and only 4 initial communication channels. Through 11 years of relentless effort, the Center has grown significantly in both scale and service quality, becoming a vital bridge between EVNNPC and millions of customers.

During the 11th-anniversary ceremony, Mr. Nguyen Van Hung - Director of EVNNPC - shared: "The Customer Care Center has been one of the pioneering units in implementing EVNNPC's digital transformation strategy and customer-centric approach. Over the past 11 years, the Center has continuously innovated and improved service quality, making significant contributions to the sustainable development of the Corporation."

Formation and Development Process

The development of the EVNNPC Customer Care Center can be divided into several key phases:

Organizational Structure and Human Resources

As of today, the EVNNPC Customer Care Center has developed with a team of over 150 officers and employees, who are professionally trained, dedicated, and highly responsible. The human resources are distributed across various functional departments:

• General Administration Department: Responsible for managing and directing the Center's overall operations.
• Customer Care Department: Directly receives and handles customer requests and feedback.
• Service Development Department: Researches and develops new products and services for customers.
• Information Technology Department: Ensures system technology operation and supports digital transformation.
• Training and Human Development Department: Organizes training and enhances staff capabilities.

Diverse Communication Channel System

Compared to the initial 4 communication channels, the Center has now built a diverse, modern communication system to meet all customer needs:

Outstanding Achievements

Over the past 11 years, the EVNNPC Customer Care Center has achieved numerous remarkable accomplishments:

• Successfully handled over 10 million customer requests
• Achieved customer satisfaction rate of over 95% for 5 consecutive years
• Reduced average waiting time from 3 minutes to under 30 seconds
• Successfully applied AI technology in customer support, reducing 40% of manual workload
• Received the First-Class Labor Medal from the Ministry of Industry and Trade
• Proposed and successfully implemented over 50 service improvement initiatives

Digital Transformation - Breakthrough in Customer Service

Particularly during the 2021-2026 period, the Center has strongly promoted digital transformation, applying advanced technology to customer care operations. Notable solutions include:

• Intelligent telephone system with IVR automatically identifying customer needs
• 24/7 chatbot support on website and mobile application
• CRM system for comprehensive customer information management
• Big data analysis to forecast needs and personalize services
• Building an online customer service portal

Development Plan to 2030

Building on the achievements, the EVNNPC Customer Care Center has outlined a development plan to 2030 with key objectives:

• Apply AI and Big Data technology to enhance customer experience
• Develop proactive customer care services
• Expand the communication channel system, especially on mobile platforms
• Improve staff capabilities to meet digital transformation requirements
• Build an intelligent, personalized customer service model

Customer-Centric Philosophy - Core Principle

Mr. Tran Minh Tuan - Director of the EVNNPC Customer Care Center - emphasized: "Customer-centric is not just a slogan but a philosophy贯穿 in all of the Center's activities. We continuously listen, understand, and best meet customer needs, while viewing customer feedback as a valuable resource to improve services."

This philosophy is clearly demonstrated through the Center's regular customer satisfaction surveys, feedback analysis to adjust policies, improve processes, and enhance service quality. The Center has also built a rapid feedback mechanism, ensuring that all customer opinions and suggestions are recorded and promptly addressed.

Contribution to EVNNPC's Sustainable Development

The EVNNPC Customer Care Center is not merely a customer support unit but plays an important role in the Corporation's sustainable development strategy. By collecting and analyzing customer data, the Center provides valuable information to other departments in EVNNPC, thereby helping to improve products, services, and optimize business operations.

Additionally, the Center actively participates in social welfare programs, supports disadvantaged customers, and contributes to implementing the social responsibility of a state-owned enterprise.

Conclusion

After 11 years of formation and development, the EVNNPC Customer Care Center has affirmed its position as a pioneer in implementing the "customer-centric" principle at the Northern Power Corporation. With a spirit of continuous innovation, technology application, and service quality improvement, the Center continues to be a trusted bridge, contributing to building EVNNPC's friendly, professional, and modern image in the eyes of customers.

Amid new opportunities and challenges in the context of digital transformation and sustainable development, the EVNNPC Customer Care Center continues to commit to providing the best services, meeting increasingly high customer expectations, and contributing to the common development of the power industry and the socio-economy of the Northern region.