Oleksii Degtyarev: go online when contacting DTEK Donetsk Grids instead of in-person visits

Thermal power generation29 October 2021

Oleksii Degtyarev, General Director for DTEK Donetsk Grids, recommends that residents of the region use online channels for contacting the company instead of in-person visits to offices and calls to call center operators. Thus, you will avoid having extra contacts, which is especially crucial in a pandemic. He stated this during a virtual meeting with DTEK Donetsk Grids customers on Facebook within the #AskAboutLight project.

Oleksii Degtyarev: go online when contacting DTEK Donetsk Grids instead of in-person visits

The company analyzed the statistics of customer requests. 65% of them are via online services. The remaining 35% are through in-person customer visits to the service centers (CSC). At the same time, most of the issues with which the residents come to CSCs can be resolved online.

“DTEK strives to become the benchmark for customer focus and implements European service standards. We create maximum opportunities for our customers to contact us only online or to a large extent,'' says Oleksii Degtyarev, General Director for DTEK Donetsk Grids. “So, in 2021, 212,000 customers contacted the company through remote services. More than 10,000 requests were received via the company's website and Facebook page. Almost 14,000 customers used e-mail, 188,000 customers called the call center”.

Oleksii Degtyarev urged customers to make the most of remote services in a pandemic, the list of which is constantly expanding. You can use remote services:

Through the company's website;
By calling the call center at +38 (093/096/099) 450 0 473; (0629) 450 473;
Through the company's Viberand Telegram chatbots;
By visiting the DTEK Donetsk Grids Facebook;

The company continues to develop remote service channels for effective and safe communication with customers. In 2021, DTEK Donetsk Grids introduced new online services:

Reporting meter readings on the website, no additional registration required;
Requests for a new connection through the website;
Requests for meter-related jobs through the website,
Pre-registration online to visit a Customer Service Centers;

The DTEK Donetsk Grids chatbot also works in the Viber and Telegram. This is a virtual digital assistant that helps to automatically receive the required information 24/7. More than 10,000 residents of the region have already used the chatbot. With its help, the company's customers can report emergencies, report their meter readings, and get answers to frequently asked questions.

During the live stream, Oleksii Degtyarev also answered questions from residents of the region regarding areas of responsibility between the Distribution System Operator and service providers, problems with power outages and what to do in cases of voltage drops.

The full recording of the #AskAboutLight virtual meeting can be found here.