DTEK Grids DSO responded to customers’ requests 22% faster in 2024

Reducing the response time was possible thanks to the expedited analysis of customer requests and improved interaction between subdivisions in each DSO. Development of omnichannel contributed to this – when specialists see all requests in one system, regardless of the channel. This allows to see the entire history of the customer, avoid duplicating responses and errors, momentarily forward requests to the required specialist. 

Additionally, according to the report, in 2024 an average of 87% of the DTEK Grids DSO customers waited for connection with the operator for less than 30 seconds. Last year, this indicator improved in DSO of the capital, Kyiv, Odesa, Dnipropetrovsk and Donetsk regions. Meanwhile, according to the services provision quality standard, the percentage of calls, connected with the call center operator within 30 seconds, must amount to at least 75%. 

“We are doing everything for our customers to have prompt access to all required information in the conditions of war. Currently, an IVR menu provides an opportunity to get information about status and type of power outage for the address, and timeline for electricity restoration, as well as submit meter readings. During the peak periods of operators’ workload, such as during application of power shutdown schedules, DSO additionally engage outsourcing contact centers. DTEK implements advanced technologies to improve customer experience,” — told customer service department expert at DTEK Kyiv Grids Ruslan Volynets. 

At the same time, DTEK Grids DSO urge to place requests via self-services – chatbot or website. This allows to promptly get required information without calling the operator.