Why is it important
The provision of high-quality electricity and steam is crucial to the economy, as energy instability directly impacts the production of goods and services, potentially causing business disruptions. Enhancing energy excellence improves resource efficiency and management, reduces the risk of resources shortages, minimises pollution and waste, and optimises cost efficiency. Customer demand is evolving, particularly with a growing focus on reducing greenhouse gas emissions to achieve Net Zero Emissions. Therefore, investment in renewable energy and innovative, efficient energy management solutions is becoming increasingly important for future business growth. As an energy provider, we recognise these market changes and the rising demand for clean energy. We are committed to expanding our renewable energy portfolio and enhancing the efficiency and stability of our combined cycle co-generation power plants to support industrial customers, fostering business growth and sustainability.
Target and Performance
| 2024 | 2025-2030 | ||
|---|---|---|---|
| Performance | Target | Target | |
| Energy Generation Efficiency and Performance | |||
| Combined cycle co-generation power plant: energy efficiency | 52.1% | >50% | >50% |
| Solar power plant: percentage of actual power generation per year | 15.9% | >15% | >15% |
| Wind power plant: percentage of actual power generation per year | 32.0% | >27% | >27% |
| Customer Relationship Management (CRM) | |||
| Survey result of customers satisfaction1 | 97.0% | >95% | >95% |
1Ratio of customers with satisfaction scores of 75 percent upwards to all customers. The survey included all customers both Thailand and oversea.
Management Approach and Strategy
Commitment
B.Grimm Power is committed to ensuring the highest levels of reliability and availability in power generation and the distribution of high-quality electricity and steam, delivered through a stable and resilient power grid. We strive to deliver clean, sustainable energy at an affordable price, actively pursuing innovation and new solutions through collaboration with our industrial customers. This is to support the transition to a low-carbon energy future, while fostering customer satisfaction and long-term partnerships, enabling sustainable growth together.
Governance Structure
The administration of power plants for maximum efficiency and customer relationship management falls under the responsibility of the Powerplant Manager, who directly reports to the Managing Director of the power plant group and operates under the supervision of the Executive Vice President – Head of Industrial Customer Relations and Operation Management. Critical issues are reviewed and decided by the Management Committee.
Operational excellence
Besides administering efficiency for each power plant under the power plant manager, we have an Operation Technical Service Department, which is responsible for monitoring, analysing, and assessing all power plant’s performance results and cooperating with each power plant, thus leading to continuous overall efficiency improvement.
Customer Relationship Management
At each power plant, a dedicated customer relations and operation management team that reports directly to the Head of Customer Service and Solutions. The team is responsible for regularly managing, monitoring, and analysing various data related to industrial customers and power plant operations, which directly reports to the Executive Vice President – Head of Industrial Customer Relations and Operation Management, with the key role of monitoring, providing information, coordinating, and gathering customer’s comments, expectations, or needs as well as business outlooks. The team works closely with the Sales Solutions department, as well as the B.Grimm Digital and Energy Solution division which both are under Co-President - Thailand Business and Energy & Industrial Solution Business to ensure their comprehensive understanding of customer’s needs, which lead to jointly pursue new solutions, and the formulation of strategies for product and service development to effectively and sustainably meet customer’s long-term expectations and needs.
Strategy
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Expanding toward integrated energy service provider
Focus on delivering stable, reliable, and available energy at an affordable price, incorporating sustainable renewable energy, aiming to become a tailored energy solution provider for industrial customers committed to reducing greenhouse gases (GHG) emissions.
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Broaden the customer base
Aim to expand to new customer segments, including industrial estate owners seeking clean energy solutions for their businesses, while ensuring reliability. This also includes increasing our presence in the electronics industry and supporting emerging sectors such as semiconductors, electric vehicles (EVs), printed circuit boards (PCB), and data centres.
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Integrate digital technology to support power plant operations
Leverage digital to solutions to enhance power plant operations, improving efficiency, maintenance planning, and mitigating forced/unplanned outages.
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Collaborate with partners to explore, test, and develop innovations
Develops new business models for electricity supply, in collaboration with PEA, to prepare for smart grids and promote sustainable energy. This includes integrating clean energy sources, optimising resource uses and reducing greenhouse gas emissions.
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Enhance customer relationship management utilising digital systems
To streamline customer relationship interactions and analyse customer data, enabling us to provide tailored products and services. Additionally, this helps optimise electricity load for maximum efficiency.
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Conduct annual customer satisfaction surveys
Assessing 4 key dimensions (organisational trust, electricity services quality, personnel and customer service, and communication). These surveys covered both domestic and international customers, with results analysed to drive continuous improvement in our service quality.
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Ensure 24/7 operational and maintenance service at all power plants
By our dedicated operation and maintenance team, providing round-the-clock service to monitor power distribution and quickly resolve power outage issues for industrial customers.
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Manage customer complaints efficiently
Established multiple complaint channels, including telephone, email, postal mail, and our website, available through both power plants and the Bangkok office.
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Implement personal data protection measures
Announced a Personal Data Protection Policy, appointed a Data Protection Officer, and established a Personal Data Protection Committee to prevent and mitigate risks, ensuring comprehensive data security for customers, partners, and employees.
Customer Support and Flexible Commercial Terms
B.Grimm Power adopts a flexible approach to electricity payment and usage management to accommodate each customer’s specific circumstances. Customers may submit requests to deferred or make instalment payments on electricity bills if there is a valid reason on a case-by-case basis, particularly those facing unforeseen financial hardship. The company will engage in discussions and seek a mutual resolution with the customer before proceeding with any disconnection of service. Additionally, B.Grimm Power has a policy to waive penalties for customers whose electricity consumption falls below 65% of the contracted electricity volume, provided that a formal explanation is submitted for case-by-case consideration. These reflect our commitment to fostering sustainable partnerships with its clients in a balanced and context-appropriate manner.
B.Grimm Power also aims to enhance digital tools and services that allow customers to monitor their electricity usage in real-time, which may subsequently be applied to calculate an estimated payable amount as well as manage expenses more effectively — contributing to financial resilience and improved customer experience.
Performance 2024
Operational excellence
Relentlessly, we are forging ahead with the development and improvement of energy efficiency in conjunction with technological application. As a result, in 2024 we achieved both efficiency and stability, with energy efficiency averaging 52.1 percent and availability factor 96.4 percent in combined cycle co-generation power plant. Our highlighted projects are described below
The Digital Twin Power Plant Project
A power plant management system, designed for combined cycle co-generation power plants, represents a smart grid’s main source of power. The project has 3 key objectives, namely 1) Enable predictive monitoring to analyse machinery health and lifespan, while assessing the cost-effectiveness and efficiency of power generation, 2) Enhance maintenance planning by identifying potential issues before machinery failure, preventing disruptions to the production process, 3) Collect and organise data on production and operations, covering equipment performance analysis, production capacity, maintenance activities, and electricity sales. Below are its main components
- AI Machine Health Monitoring: utilise AI technology to process operational data, analyse production efficiency, and support maintenance work by cooperating with REPCO NEX under SCG Chemicals. This year we expanded it to 19 projects, namely ABP1R-2R, ABP3-5, ABPR1-5, BIP1-2, BPWHA1, BGPAT1-3, BGPM1R-2R, and BPLC1R.
- Continuous Performance Optimisation (CPO): this system hikes power-generation efficiency along with production efficiency across the value chain, thanks to our cooperation with Siemens. The pilot projects were ABP3-5 in 2022-2023, expanding to ABP1R-2R in 2024.
- The Common Plant Information Management System (PI): collect production and operational data to accurately and efficiently monitor and control the production process, expanding to cover all combined cycle co-generation power plants in 2024.
The Advanced Distribution Monitoring System (ADMS): Serves as a platform for efficiently monitoring and controlling power transmission and distribution systems from various energy sources. These sources include diverse energy generation such as combined cycle co-generation power plants, Solar rooftop, Solar floating, or Energy storage systems using batteries. ADMS also enables analysis and optimal power distribution planning while ensuring grid stability of the power system. Additionally, it prepares for managing Distributed Energy Resources (DERs), which are expected to increase in the future. The system is designed to accommodate the transition to a Smart network control system. The pilot projects were ABP1-5 and ABPR1-5.
Other projects aimed at enhancing power generation efficiency and stability include:
- Integration of advanced technology at replacement power plants
Such as gas turbine and gas heater, which lowered gas consumption by 10-15 percent per production unit from the unit replaced. We applied this to 7 power plants in 2023. - Upgrading gas turbines in existing power plants
Enhances electricity generation capacity, improve energy efficiency by up to 7 MW per project, while reducing planned outage maintenance period, and lowering natural gas consumption by 1-2 percent per project. In 2024, we successfully upgraded the gas turbines of 3 power plants at the ABPR4 and SSUT1-2, bringing the total number of upgraded plants to 111 power plants since the project launch in 2018. - The Smart Data Logger Solar Farm Project
Applied digital technology to automated report generation and operational monitoring of solar power plants. It focused on in-dept operational analysis and comparison to identify continuous improvement, resulting in a 5 percent increase in solar farm efficiency. Therefore, we have expanded the Smart Logger system upgrade to cover all solar power plants in Thailand.
1Including 8 power plants operated by B.Grimm Power’s subsidiaries and 3 power plants under joint ventures.
Customer Relationship Management
We conduct customer satisfaction surveys covering both domestic and international clients. In 2024, 97.0 percent of customers reported being satisfied (Thailand and overseas), exceeding the target of over 95 percent. The survey findings were analysed and used to enhance services. There were no disputes, litigations between customers and B.Grimm Power, or complaints related to protection of customers’ personal data. Key achievements include:
Data Analytics and Performance Optimisation
- Utilise Power BI
To monitor and analyse customer-related data, enhancing the efficiency of data-driven insights, electricity load management, and customer trend tracking. This includes closely monitoring the proportion of Power Purchase Agreements (PPA) to identify and capitalise on sales opportunities. - Customer Web Service
This online platform provides customers with real-time access to both current power and historical power consumption data, enabling them to analyse and plan their consumption for cost reduction, energy efficiency improvement and further energy management planning. - Demand-side Management
This practice promoted optimal resource consumption through joint planning with customers, encouraging adjustment to their power consumption during certain periods to promote optimal power efficiency, allows customers to manage their energy costs, and enables power plants to operate at optimal efficiency during peak and off-peak demand periods. - Enhancing Transmission Line Maintenance with Drone Technology A pilot project has been implemented in Amata City Industrial Estates in Chonburi, Rayong, and Nong Chok, using drones to inspect transmission lines and high-voltage electrical equipment. This initiative aims to improve efficiency, accuracy, and reliability of the power system. Equipped with thermal imaging cameras, the drones detect potential defects, helping to reduce operational costs, time, and safety risks for personnel. In addition, this approach supports environmental goals by lowering carbon emissions, promoting the transition to clean energy, and strengthening the confidence of industrial clients. (For more details, refer to Innovation and Digitalisation topic)
Customer Relationship Management and Talent Development
- Implement the Platform
To efficiently manage and optimise customer data, ensuring improved control and monitoring of operations, minimising errors and enhancing efficiency in both sales and customer service. This approach responds directly to customer needs and provides increased opportunities for sales. - Provide Training Sessions for Customers
Focused on electricity cost analysis, addressing the challenges caused by rising electricity rates to help businesses effectively manage rising electricity tariffs. This initiative offers tailored solutions, enabling customers to better analyse their electricity consumption and cost management. Additionally, knowledge-sharing sessions on achieving Net Zero Carbon Emissions. The training programme is planned to be expanded to cover all customers who have accepted the information presentation plan. In 2024, the coverage has been extended to include customers in Chonburi and Rayong. - Organise the “Amata B.Grimm Power Customer Conference Day 2024”
In collaboration with Amata B.Grimm Power, the event engaged customers from Amata City Chonburi and Rayong industrial estates, featuring new energy services and solutions tailored for the industrial sector to enhance energy efficiency. These included comprehensive EV charging station solutions, HVAC and cooling systems, as well as electrical and lighting systems for buildings, all of which are designed to optimise energy distribution efficiency. Additionally, discussions included the topic of "Achieving Net Zero: Collaborative GHG Reduction", along with a knowledge-sharing session on "Maintenance of Transmission and Distribution System Networks". A similar event is planned for 2025, with a focus on customers in industrial estates across Chonburi and Rayong. - Facilitate Executive level Customer Site Visits
To strengthen long-term relationships, gain insights into customer expectations, and enhance service offerings. These engagements also support business trend analysis, investment planning, and electricity consumption forecasting, ensuring optimal electricity production planning and efficiency. The Company prioritised visits to key customers and those with specialised energy demands requiring tailored solutions. - Provide Training of Sales and Customer Relations Personnel
To provide up-to-date knowledge and develop personnel’s calibre for service to accommodate future growth opportunities. This year we covered a variety of topics, including the policy direction of energy and utility businesses, Automatic Metre Reading (AMR), customer stewardship guidance, calculation of power tariffs, power and steam sales agreements, energy trading, GHG reduction, alternative energy, and carbon credit.
