DTEK Odesa Grids to process 1.2M requests submitted by clients during quarantine

Thermal power generation23 November 2020

In the pandemic context, the company's remote services have become quite popular among DTEK's clients. Since the beginning of the quarantine*, we account for more than 1.1 million calls received and processed by call center specialists, 90 thousand visits to customer service centers, 6.7 thousand requests submitted through the website, accounts and instant messengers. We also received 13 thousand emails and 2.6 thousand messages on Facebook.

DTEK Odesa Grids to process 1.2M requests submitted by clients during quarantine

The company is expanding channels of communication with clients, making them as simple, convenient and available as possible. Traditional methods of communication, such as phone calls and personal visits, are complemented by innovative and remote ones (chatbots, instant messengers). They help clients save time, maintain distance and resolve issues in a few clicks. Today most of DTEK Odesa Grids' services can already be requested online.

“DTEK Odesa Grids cares of its clients. This year the company has launched some additional communication channels with the company. We have created an official page on Facebook and Instagram. Telegram and Viber chat bots are in demand. In early 2019, only 20% of popular services could be requested online. Today this percentage has increased to 45%,” says Anastasiia Naugolnikova, Head of Customer Support Department at DTEK Odesa Grids.

The company has expanded the functionality of a personal account for legal entities. Now it is possible to register online. Since June 2020, the call center has an IVR menu. With the help of voice prompts, clients can independently, without connecting with an operator, find out about scheduled outages, report accidents or transmit meter readings.

There are several ways for clients to contact the company:

Messenger on the company's official Facebook page, or DM on Instagram;
Sending a request in Telegram and Viber in a smartphone;
Using the remote services on the DTEK Odesa Grids website: personal account and online support;
Logging in a personal account using the Line of Light mobile application;
Calling the call center at (095) 750 90 90; (068) 750 90 90; (048) 752 90 90;
Visiting the DTEK Odesa Grids Customer Service Center;

*Starting March 17, 2020, DTEK Odesa Grids supports clients both remotely and at customer service centers in full compliance with all quarantine restrictions.