We are honoured by having received PC.com’s “Best Public Utility App” award for myTNB. This award is proof that Tenaga Nasional Berhad (TNB)’s efforts to provide our customers with convenience and self-empowerment through the myTNB app have been recognised appreciated.
The home-grown myTNB app is part of our digitalisation efforts, which is in turn one of the 4 driving forces for the energy sector that TNB is focused on (the others being decarbonisation, decentralisation, and deregulation). For our Retail Division, digitalisation is a critical foundation to provide a better customer experience through their empowerment and participation in achieving our collective environmental, social, and governance (ESG) goals.
Having recognised that the majority of our customer base is already online, whether on computers or mobile devices such as smartphones, we wanted to ensure that our digitalisation efforts add value, convenience, and ease to their lives. For us, consumer empowerment is a priority, especially via a mobile app.
Aside from 24/7 easy access to information as well as reliable, fast and secure connectivity to the services on the app, myTNB has been designed to empower our customers to have more control over their consumption through self-service digital management. The myTNB app satisfies our customers’ needs to be in control of how they manage their own electricity consumption; to know the amount of electricity they are consuming, and understand how they can reduce energy wastage and save on their monthly electricity bills.
The myTNB app allows all our customers to track their energy usage on a monthly basis, and offers them easy and simple ways to pay their electricity bills, while allowing them to interact with us more easily. If they have Smart Meters installed at their premises, the app synergises with the Smart Meter to potentially do so much more. As of end-April 2023, there are currently 2.9 million households with Smart Meters installed.
For instance, myTNB users have the additional advantage of being able to monitor their daily energy consumption. The Smart Meter communicates customers’ energy consumption data at regular intervals to TNB. The data are uploaded to their myTNB accounts, empowering them to check their daily energy consumption via the app, and help them decide to adjust their usage behaviour the following day.
The ability to take almost-immediate remedial action vis-à-vis energy consumption can lead to a lower bill when the meter reader shows up. This works well with the Energy Budget feature, which allows them to set a threshold on their monthly bills to alert them when their usage reaches 75% of their specified monetary threshold.
Right now, for those in the West Coast states in Peninsular Malaysia, you can even opt for e-billing by requesting to stop receiving paper bills, and choose to be more environmentally friendly. For every 40 people who choose e-bills, we help save one tree. Today, we have about 6.4 million myTNB connected accounts; that’s around 162,500 trees saved if every myTNB user chooses e-billing. This new feature is planned to be rolled out throughout West Malaysia by end-2023, so this is not too far off.
The myTNB app is constantly reviewed to stay relevant to our users’ lifestyle as we work towards tailoring our features towards further customer empowerment. We will continue to expand and integrate the features of our digital engagement platforms supporting myTNB and Smart Meters for a more enriching customer experience. By leveraging connected data that integrates both platforms, TNB has the capability to deliver an exceptional customer experience for smart meter customers via myTNB.
Digitalisation is key to the future of modernising TNB’s customer experience and interactions. That said, we believe that people, be it customers, employees or partners, are the ones who ensure any digital effort is a success.
It is through understanding our customers’ lifestyle and behaviours that TNB aims to leverage valuable insights gained to offer personalised services through myTNB. We will keep on promoting a more digital-convenient and sustainable lifestyle for our customers.
