TENAGA NASIONAL BERHAD (TNB) OUTAGE MANAGEMENT SYSTEM (TOMS)

What do you know about TOMS system that use by TNB?

TOMS is a TNB outage management system.TOMS system has demonstrated value to TNB by accelerating the resolution of customer service issues and providing the visibility to optimize infrastructure, customer support and field response teams. Besides that, TOMS also assist company or employees to respond quickly to outages and is doing much to improve the communication between the customers. It also integrated customer care functions, billing system, network management, work and asset management and mobile field force automation (MFFA) with the capabilities of business intelligence tools, middleware and database technologies. Other than that, TOMS system has provided a clear view with a very comprehensive database in regards to customer management and outage and interruption analysis.

This system is able to help organization to perform in their job efficiently. It because they will get information about any breakdown as soon as possible. Call Management Center (CMC) will receive call from customer by 15454 hotline and through SMS. Besides that, CMC will record all the information about customer such as address, handphone number, and the address of the area that have electricity breakdown problem. So, CMC will record all this kind information in the TOMS system then the information will delivered immediately to the Supply Management Center (SCM/PPB). After that, SCM will update the complaint and delivered to the RCC which is supervisor who in-charge at nearest area with the problem area. Then RCC will sent the information to the standby team by using the Personal Digital Assistant (PDA). Instead standby team will go for check the problem area and update their work to the SCM/PPB by using the PDA. This is because SCM/PPB need to update the information time by time in order to make sure the process of repair and maintenance will finish on time. After everything was complete standby team need sent message about 'Work Done', so SCM/PPB can make closing at the TOMS system that the problem was settle and complete. Once everything was settle system will automatically update the information. 
The best part is when organization use the system actually it give benefits such the complaint from customer can immediately access and they will repair the problem immediately. Other than that, save cost because they no need to call one department to the one department because once the got the message the system will be alert and give warning. So, they will get the information very fast. Their job also become efficient and it can help company gain the customer satisfaction towards their service.