7 months of quarantine at DTEK Dnipro Grids: new online services for customers and 1 million requests processed

DTEK Dnipro Grids serve the Ukraine’s interests and take care of the health of its customers and employees. Therefore, they create comfortable and safe conditions for their interaction during the quarantine period. For the customers’ convenience, the company has transferred most of its services online. This makes it much easier to communicate with the company and help them get services without leaving their homes. Between March 17 and November 1, 2020, DTEK Dnipro Grids specialists processed more than a million customer requests, 90% of them through remote communication channels: 112 thousand through service centers and more than 950 thousand through the website, instant messengers, social networks and a call center.

During the quarantine period, the company have introduced new online services in order to be closer and more convenient for a customer:

• Requesting services relative to meters online (all types of work can be requested through the company's website, including verification and installation);
• Conclusion of contracts online for the distribution of electricity;

“We are actively developing new services. In particular, we focused on remote services to ensure the comfort and safety of our customers during the quarantine. As a result, our site has become a popular service. Every month it is visited by from 30 to 50 thousand people; they submit requests to replace metering devices, conclude contracts, report accidents, and request new connections to the network. For example, the peak of visits was in October with 61 thousand unique users,” says Elena Laboha, Head of Customer Service Department at DTEK Dnipro Grids.

In addition to other convenient services, the company's website has a section called "Scheduled and Emergency Outages", where you can find out about network outages related to scheduled repairs or maintenance. There is an interactive map and search by address for convenience. Therefore, the customers have time to get ready for a scheduled outage, and avoid inconveniences.

In addition, customers often use other remote channels using which they transmit meter readings, apply for connection, report emergencies, and ask questions about metering devices. There are several convenient ways, such as:

• Personal account on the company's website;
• FACEBOOK;
• Call center at +38 (056/066/067) 790-99-00 (press 2 for automatic transmission of readings);

The company's specialists receive requests, and they work 24/7 to process each of it.

* DTEK Dnipro Grids switched to remote customer service starting March 17, 2020.