叶平

[摘    要]随着社会经济的高速发展，电力大客户的规模扩张，跨区用电点增多，用电量越来越大，对供电企业的服务质量要求也越来越高，大客户服务已经成为供电企业营销线的核心业务之一。但是目前供电企业的大客户服务还是沿用以往偏重业扩报装的模式，已经难以适应现在的环境，亟需供电企业在大客户服务方面优化服务流程、探索新的便捷服务方式。互联网的蓬勃发展给业扩报装业务也带来了改革契机，文章介绍了一种基于“互联网+”的电力大客户服务创新模式。

[关键词]服务;大客户;互联网+

[中图分类号]F274;F426.61 [文献标志码]A [文章编号]2095–6487（2021）03–0–02

[Abstract]With the rapid development of social economy， the scale of major power customers has expanded， the number of cross-regional power consumption points has increased， and the power consumption has increased. The service quality requirements of power supply companies have become higher and higher， and major customer services have become One of the core businesses of the power supply company's marketing line. However， the current major customer service of power supply companies is still following the previous model of focusing on business expansion， and it has been difficult to adapt to the current environment. It is urgent for power supply companies to optimize service processes and explore new and convenient service methods in terms of major customer services. The vigorous development of the Internet has also brought reform opportunities to the business expansion and installation of the industry. This article introduces an innovative model of electric power customer service based on "Internet +".

[Keywords]service; major customer; Internet +

以往的大客户服务模式存在着办理流程复杂、周期固定且耗时长、需协调环节多、沟通效率低下、采用纸质材料等效率低下的沟通模式、服务质量缺乏有效的量化评价、现场的执行标准模糊、执行难度高等问题，而互联网可以有效地解决沟通难度大的问题，且可简化业务办理流程，在大客户服务中引入互联网+技术可以有效的提升服务质量，提升客户的用电质量。

1 供电企业的大客户服务业务现状分析

表1所列为供电企业的大客户服务业务的现状分析表，具体分为3个方面，分别为大客户服务沟通环节存在的问题、大客户服务责任清单上存在的问题和供电企业内部对大客户服务评价机制存在的问题。

1.1 大客户服务沟通环节存在的问题

大客户提交的服务申请以往是以业扩报装为主，现在已经向用电全周期提供全方位服务发展。……