A year in quarantine at DTEK Donetsk Grids: 24x7 service, more than 13,000 eliminated accidents and new remote services

Thermal power generation22 March 2021

DTEK Donetsk Grids has been operating in the quarantine since March 18, 2020. Over the year, the company eliminated 13,000 accidents, processed more than 235,000 customer requests through online and other remote channels, and developed online services for remote customer service that are fast, comfortable, and safe in the pandemic.

A year in quarantine at DTEK Donetsk Grids: 24x7 service, more than 13,000 eliminated accidents and new remote services

“DTEK is a conscious business. Throughout the year in quarantine, DTEK Donetsk Grids was fulfilling their commitments 24х7. Over this time, our workers eliminated more than 13,000 accidents. The company did an additional inspection of external networks that supply power to 189 medical facilities, including 43 hospitals that treat patients with Covid-19. The company processed more than 235,000 customer requests through remote channels. We’ve made every effort to make sure that our customers are safe during the pandemic, and their homes and offices have a reliable power supply,” says Oleksii Degtiarev, DTEK Donetsk Grids CEO.

The company provided employees with the necessary means of protection: antiseptics, masks, and disinfectants. All these measures allowed to work through these difficult months in quarantine without failures.

In addition, over the past year, the company made significant progress in developing the company's remote services, which have become quite popular among customers during the pandemic.

Over the year in quarantine, DTEK Donetsk Grids launched the following online services:

Chatbots in Viber and Telegram, using which customers can submit meter readings, or get answers to frequently asked questions;
Submit meter readings through the company website;
Submit an application to connect to the network through the company website;
Schedule a visit to the Customer Service Centers through the company website;

During the year in quarantine, DTEK Donetsk Grids workers processed 235,000 requests through remote services. This is 37% more than in the same period of 2019-2020. At the same time, the number of personal visits to customer service centers (CSC) is decreasing. During the year of quarantine, 131,000 customers visited the service centers, or 34% less than for the same period in 2019-2020.

You can use remote services:

On the company's website - http://dtek-dem.com.ua;
By calling the call center at +38 (096) 450 0 473; +38 (099) 450 0 473; (0629) 450 473;
On the DTEK Donetsk Grids Facebook page;
Using a chatbot in Viber and Telegram;

Having received a request through any of the communication channels, our staff will render the necessary advice and provide information on how to register and receive the service.

The company's emergency crews, call center and social network operators are working 24x7 so that customers feel comfortable in the quarantine, and the power supply is uninterrupted.