7 months of quarantine at DTEK Donetsk Grids: new online services for customers and 457 thousand requests processed

Thermal power generation16 November 2020

DTEK Donetsk Grids are actively developing remote service channels and new online services for effective and safe communication with customers in a pandemic. Since the beginning of the quarantine*, the company's specialists have processed more than 4 thousand requests submitted through the website, personal accounts and instant messengers, 5.8 thousand requests via Facebook and 4.5 thousand emails. Call center specialists received almost 345 thousand calls.

7 months of quarantine at DTEK Donetsk Grids: new online services for customers and 457 thousand requests processed

DTEK Donetsk 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 lockdown. For the customers’ convenience, the company has moved 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 Donetsk Grids specialists processed more than 457,000 requests, 80% of them through remote communication channels: 97,000 through service centers and more than 360,000 through the website, instant messengers, social networks and a call center.

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

Handing over meters readings without registration;
Requests related to meters;

“DTEK Donetsk Grids take care of our customers, and actively develop new services. During the lockdown, we focus on remote services. Every month our site is visited by 20 to 25,000 people to report emergencies, submit requests for meters, and conclude contracts for electricity distribution services. We urge the Donetsk Region people to use the company’s online services. It is simple and convenient, and most importantly, it saves time and ensures safety of our customers,” says Olena Senko, Head of Customer Service Department at DTEK Donetsk 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 with which they can transmit meter readings, apply for connection, report emergencies, and ask questions about metering devices. There are several convenient ways, such as:

The company's website www.dtek-dem.com.ua;
Facebook;
Call center at +38 (096) 450 0473, +38 (099) 450 0473, (0629) 450473;

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

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