——Introduction to the Innovative Communication Transformation Project of Tieling State Grid 

In December 2014, in order to strengthen the dispute resolution capability and improve the service quality of frontline personnel, the marketing department of Tieling State Grid cooperated with Porient to launch a communication renovation project.

As is well known, Tieling Power Company has 64 power supply stations under its jurisdiction, distributed in various districts, counties, and townships of Tieling City. Frontline marketing personnel in each power supply station have to make a large number of phone calls every day to urge fees, answer inspection and repair calls, complaints, and provide on-site answers to customer inquiries, which can easily lead to disputes. So how to strengthen the dispute resolution capability, timely obtain evidence, avoid frontline marketing personnel from bearing undue responsibilities, and effectively improve the service quality of its frontline personnel has become a major challenge.

In order to solve this problem, Porient collaborated with the marketing department to systematically analyze the work scenarios of frontline marketing personnel and conduct detailed pre project research. During the implementation of this project, in the spirit of excellence, continuous installation and debugging were carried out to ensure the smooth completion of this communication renovation project.

This project consists of 214 intelligent recording telephone terminals. Through this telephone terminal, the original recordings of daily communication between front-line marketing personnel of Tieling and customers can be saved in real time on this machine. In case of disputes, responsibilities can be quickly clarified and their marketing personnel can be effectively protected. This intelligent recording telephone terminal can store 1000 hours of recording, effectively meeting the recording needs of various power supply stations. At the same time, this recording terminal innovatively implements dual password management, which can set usage and management passwords, clearly dividing the operation permissions of users and managers, avoiding the loss of recording files, facilitating management personnel to conduct spot checks and backups, strengthening the supervision ability of front-line personnel services, and greatly improving the service quality of front-line personnel.

Through this innovative communication renovation project, it has completed an upgrade in dispute resolution and service capabilities, as well as a major upgrade in management capabilities. Porient looks forward to working together with more power system customers to innovate and contribute to the service upgrade of China's power industry.