DTEK Grids won two accolades at the Ukrainian CX Excellence Awards
DTEK Grids Distribution System Operators constantly improve customer services to make interaction as simple, fast, and clear as possible. This year, the Ukrainian CX Excellence jury recognized two projects that address various customer needs – provide an instant response at the time of request and improve the accuracy of consumed electricity metering.
The first project helps ensure that customers of the Distribution System Operators do not have to wait on the line when contacting contact centres and waste time on requiring about the electricity situation. When you call due to the power outage, the system identifies you by the number and checks the status of power supply at the address in real time. If the outage is confirmed before the operator is contacted, you receive information about cause and tentative time of electricity restoration. Over 74% of customers do not select connection to the operator after receiving the automatic message. DTEK Grids, as a winner in the category “Best CX Case Study in a Contact Centre” automatically became the finalist of the European Contact Centre & Customer Service Awards (ECCCSAs), which, for the past 26 years, has been selecting organizations throughout Europe that demonstrate leadership in ensuring high level of customer service.
The second recognized project – “Mobile Controller” – digitalized work of the employees, performing control inspection of meters. In the app, controllers receive tasks, register readings, take photos of meters, and submit data directly to the system. For the customers, this means more accurate and transparent electricity metering, ability to confirm readings in case of disputes and fast resolution of issues related to charges. At the same time, controllers got themselves a single tool without any paperwork.
“For us, customer-centricity is not only creation of new services. It begins with every process impacting interaction between a person and a Distribution System Operator. Therefore, we simultaneously work on ensuring that the customer receives required information faster, and that the internal processes are as accurate and digital as possible. These two awards show that customer experience can be improved both at the very moment of customer request, and through changes in the work of our employees,” – explained DTEK Grids Customer Relations Director Ruslan Volynets.
Ukrainian CX Excellence is an all-Ukrainian award that celebrates companies’ achievements in developing customer experience and implementing customer-centricity practices. 34 companies with 51 cases were nominated this year.