Case Study: MPMKVVCL improves customer service and bill distribution with Gupshup on WhatsApp

MP electricity distribution company sets example in
the utilities industry with conversations on WhatsApp

MPMKVVCL, one of Madhya Pradesh’s electricity distribution companies, faced major disruption during the COVID-19 pandemic as physical bill delivery, meter-reading collection, and call center operations were severely affected. The customer needed a resilient digital communication channel to handle complaints, bill access, and service requests while maintaining customer support at scale. Gupshup helped MPMKVVCL bring customer interactions onto WhatsApp using chatbots and automated responses.

With Gupshup’s conversational solution deployed on AWS Cloud, MPMKVVCL replicated its complaint workflow on WhatsApp and expanded it to support bill viewing, payment of dues, new connection requests, connection modifications, and FAQs. The results were significant: the utility now sends about 3.5 million messages monthly, engages 15,000 to 20,000 chatbot users daily, and reaches one-third of the state’s consumer base, improving service continuity and positioning MPMKVVCL as a digital leader in utilities.

MPMKVVCL

Abhishek Martand

General Manager Information Technology