Authors : Anjou M. Banze; Alain M. Kuyunsa; Francois M. Luwandja; Alidor M. Mbayandjambe

Volume/Issue : Volume 10 - 2025, Issue 11 - November

Google Scholar : https://tinyurl.com/bdd5jr8t

Scribd : https://tinyurl.com/4fbfbuac

DOI : https://doi.org/10.38124/ijisrt/25nov741

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Abstract : Digital transformation of public utilities in developing countries presents unique challenges, particularly in electricity distribution where customer relationship management remains predominantly manual. This study examines Customer Relationship Management (CRM) system implementation at the Société Nationale d'Electricité (SNEL) Distribution Center in Kolwezi, Democratic Republic of Congo. Using a systemic approach combining documentary analysis, interviews, participatory observation, and sampling, this research analyzes current billing processes, identifies operational inefficiencies, and proposes a digitalized CRM framework. Findings reveal critical deficiencies including duplicate billing, lost payment records, and inadequate data management. The proposed system addresses these through centralized data management, automated billing, secure payment tracking, and enhanced service delivery. Results demonstrate that CRM implementation significantly improves customer satisfaction through personalized service and responsiveness, optimizes sales via process automation and opportunity tracking, and enhances organizational performance through better decision-making and collaboration. All interviewed stakeholders (100%) recognized advantages including assured security, durable conservation, easy manipulation, efficiency, real database constitution, and automated accounting. This research contributes theoretical understanding of digital transformation in African public utilities while providing practical recommendations for modernizing customer management in resource-constrained environments. The framework considers DRC's specific socio-economic context, infrastructure limitations, and transition from bureaucratic Weberian administration to performance-oriented New Public Management, representing significant advancement for public electricity companies navigating technological and marketing transformations.

Keywords : Digital Transformation; Customer Relationship Management (CRM); Public Utilities; Electricity Sector; SNEL; Kolwezi; Democratic Republic of Congo; Billing Systems; Customer Service Digitalization; New Public Management.

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