This organization is a Canada-based global research institute focusing on international development issues. For this client, pi STRATEGY studied the electricity distribution sector in Bangladesh and identified existing challenges and opportunities for development with regards to customer acquisition, retention and management strategies.
This engagement was part of a broader tri-nation (Bangladesh, India and Sri Lanka) assessment where active participation across the national boundaries was a key element of the study. As these countries slowly transition from a predominantly government-managed electricity distribution scenario into an increasingly privatized distribution scenario over the next few years, this study was intended to assist with the pressing issues that need to be addressed as a part of this transition.
A series of key informant interviews, field visits to various distribution facilities and global leading practices informed the supply side of the equation. Whereas a detailed questionnaire-based surveys and ethnographic research informed the demand side of the equation.
A key finding from this study was that based on the advanced customer relationship management practices in a different sector (mobile telecom), the expectations of improved services in the electricity sector are quite pronounced. And many of these expectations can be met with business process enhancements, supported by appropriate use of technology.
pi STRATEGY 