Tata Power partners with Microsoft Kaizala to boost customer experience

Mumbai-based power utility company Tata Power has partnered with US-based tech giant Microsoft to enhance customer service offerings using the latter’s mobile messaging app Kaizala.

Tata Power will use the chat-based messaging and data management tool to coordinate communications between its employees, vendors, partners and Mumbai-consumers.

Consumers will also be able to pay bills from their smartphones and receive notifications regarding meter readings and other updates using the app, a press release from the companies said.

Tata Power will also roll out other communication provisions for its customers, which will help them find information, raise concerns and share feedback over Kaizala.

In September 2018, the company had announced that over 32% of its 2.5 million customers across the country were now digital-only customers, signalling a big digital push year-over-year.

Rajiv Kumar, managing director, Microsoft India Research and Development, had played a key role in the development of Kaizala.