Daily schedules of DTEK Grids DSO – the best online customer solution according to the All-Ukrainian award UCXE
DTEK Grids DSO develop products and services that help Ukrainians quickly and remotely solve any issues. To provide customers with an opportunity to better plan their lives and daily routine during electricity shortage, in August 2024, specialists introduced a new approach to forming shutdown schedules. After the corresponding command from NPC Ukrenergo, schedules would promptly appear in all online channels of DSO a day ahead and would contain only two clear zones – “Electricity available” and “Electricity unavailable”.
“Daily schedules changed the logic of our interaction with customers: we began to not just respond to requests, but also anticipate them. We created a simple and transparent system, which the customers understood, welcomed and are actively using — this is confirmed by chatbot activity that increased tenfold in the days of power shutdowns. During the period of high turbulence, when the situation can change every hour, daily schedules became a point of stability fur millions of customers. All this is for Ukrainians to be sure that DTEK Grids is a backstop in these difficult times and is doing everything to provide us with electricity,” – commented DTEK Kyiv Regional Grids customer service department expert Ruslan Volynets.
In order to ensure quick update of schedules upon changes in the NPC Ukrenergo commands, Distribution System Operators developed a special software product – schedules calculator, which takes into consideration the volume of power supply limitations at a specific moment of time and allows to evenly distribute available volume of electricity among consumer lines. Thanks to the synchronization of various ІТ systems and notification channels, the data is simultaneously updated on DSO websites, in Viber and Telegram chatbots, and in the “Kyiv Digital” app.
The “Ukrainian CX Excellence” award celebrates exceptional achievements of companies in implementing best practices and efficient cases of customer-oriented approach. This year, over 30 companies that develop customer service in Ukraine took part in 13 nominations.