Multifunctional web services and renewed CSCs: DTEK presents annual progress of work in Odesa
“DTEK is a reliable and responsible company that improves customer service and focuses on people’s needs. Therefore, we are actively developing online and remote communication channels with the company. At the beginning of 2019, only 20% of popular services could be requested online. Today this percentage has increased to 45%", - says Oleksandr Fomenko, DTEK Odesa Grids Director General.
The company told that this year they launched chat bots in Viber and Facebook Messenger, as well as implemented a 24/7 online chat with an operator on the site for customers who are comfortable using online services. Using these channels of communication with the company, customers can not only handover readings of electricity meters, but also find a list of scheduled power outages, or report emergency situations.
The company has opened multi-channel call center mobile lines (095/068 750 90 90) for those customers who prefer remote services, but do not have Internet access. Now more than 45% of calls go to them.
For issues that can be resolved in automatic mode, DTEK Odesa Grids launched the IVR menu. Its main advantages are connection with a call center operator out of turn for calls regarding emergency power shutdowns, and automatic reception of electricity meter readings without waiting for an operator to respond.
“And for those who prefer live communication with the company, we open convenient and modern Customer Support Centers (CSC). The company opened the first modern CSC with spacious halls, an electronic queueing system, and accessibility elements for people with limited mobility in Suvorivsky District,” says Oleksandr Fomenko.
In addition, the company renovated two CSCs in the city of Tatarbunary and the village of Nerubayske. Moreover, by the end of the year it is planned to renew three more CSCs in the cities of Bolhrad and Bilhorod-Dnistrovskyi, as well as the CSC named Pivdennyi in Odesa.
The changes also affected the quality of service for legal clients. The company has expanded the functionality of the personal account. Previously, in order to sign an agreement or an additional agreement, handover readings or generate a monthly report, legal clients had to contact the Regional Power Grids. From now on, they will be able to do all this online. According to statistics, more than 6 thousand out of 33,507 legal entities have an account. 2,972 of these are actively using all the advantages of the new account.
A new client portal is currently being developed. This is a convenient product for those who prefer to use the site and personal account from stationary computers and laptops. It is planned to launch it before the end of 2020.
As previously reported, following the general meeting of shareholders of the company, Odesaoblenergo JSC was renamed to DTEK Odesa Grid, LLC. The renaming of the company is part of DTEK's plan to transform Odessaoblenergo into a modern service company.