Closer to customers: DTEK Regional Grids develops remote service channels

Thermal power generation16 February 2021

In 2020, DTEK Kyiv Regional Grids provided services to more than three million customers. New online communication channels facilitated such achievement. Last year, the company introduced convenient services that customers could get remotely using the company renewed website and a mobile application. Such services save time, ensure that our customers keep the distance, and help to resolve any issue in a few clicks. In addition, the company continues to develop communication channels for customers, even the common ones, such as a call center.

In 2020, thanks to remote service channels, the company doubled the number of consultations and services compared to the previous year. Therefore, in 2020, the company processed more than 2.8 million phone calls, more than 67,000 emails and 23,000 customers used the company's Facebook page. The growth of remote consultations is primarily due to quarantine restrictions, when customers could get any necessary information, request services or report the power outage without leaving their homes. DTEK Kyiv Regional Grids continues to develop remote service channels to ensure effective and safe communication with customers.

“DTEK strives to become the gold standard of a customer-oriented business, and introduces high-level service standards. We understand the needs of our customers and we learn from them. Therefore, we are consistently improving the service, which will ensure convenience and simplicity, the ability to receive most of the services online and to get the needed information through channels convenient for our customers. Now telephone calls are still the most popular communication channel with the company. New remote services, such as the renewed company website, the Merezhi Online mobile application and the official Facebook page, allow us to relieve our call center and vacate the line for those customers who really need it and for whom this is the only communication channel with the company,” says Vitalii Shaida, DTEK Kyiv Regional Grids CEO.

According to the head of the company, 50% of customers, who called the call center, had their issues resolved sooner and without speaking to an operator thanks to the IVR automatic menu system introduced in the call center in November 2020. We are talking about the submission of meter readings, information about planned and emergency outages, requesting connection to power networks and services under contracts, etc.

By the end of February 2021, the company plans to launch a chatbot in Viber and Telegram. Using the chatbot our customers would be able to submit meter readings using any gadget, report an accident, apply for a meter maintenance, find out the work schedule of Customer Service Centers, the schedule for scheduled work and emergency responses and get answers to other frequently asked questions.

During the pandemic restrictions, the company advises customers to make the most of remote services, such as DTEK Kyiv Regional Grids website, the Merezhi Online mobile application and DTEK Kyiv Regional Grids Facebook page.

There are the following options available on the company website:

Submit the meter readings, no registration required. To do this, go to the section "Submit Meter Readings". Next, select the district, indicate your customer number, type of your meter, and enter the meter readings. After that, indicate your phone number and click ‘Send’.
Apply for maintenance of metering devices. Using this service, the customer can remotely schedule the visit date of a company representative to do the meter installation, replacement, repair, unsealing or sealing. To use the service remotely, the customer should go to the DTEK Kyiv Regional Grids website, choose the section “Requesting Metering Device Maintenance Services”, fill out a request form and wait for confirmation.
Apply for connection and capacity increase. Customers can use the electronic form on the website to apply for connection or increase capacity, and track the status of its implementation;

The "Merezhi Online" mobile application is available in the AppStore and Google Play Market. It has the following functions:

Submit meter readings;
Learn about planned and emergency outages;
Request metering devices maintenance;
Inform the company about the faults noticed on electrical installations in Kyiv Region;

The DTEK Kyiv Regional Grids Facebook page offers the following:

Get advice on all services and issues provided by the distribution system operator;
Leave a request for meter maintenance;
Submit meter readings;
Report the outage;

In addition, for those who cannot use online communication channels, there are 5 phone numbers in the DTEK Kyiv Regional Grids call center:

(044) 459-07-40;
(099) 495-70-40 (Vodafone);
(093) 495-70-40 (Lifecell);
(067) 495-70-40 (Киевстар);
0800 400740;

Over the telephone, our customers can have a consultation on any issue regarding power supply, submit meter readings or request a meter maintenance.