DTEK won two national awards for customer service

DTEK Grids received two awards from the nationwide Ukrainian CX Excellence awards for projects that simplify customer interactions.

The company was recognized in the categories “Best CX case in a contact center” and “Best CX case using Employee Experience.” Read also: DTEK honored with the international E+E Leader Awards: what’s known First award The first award went to the automatic outage notification service. During a call the system identifies the customer, checks the power supply status at their address, and, before connecting to an agent, informs them of the cause and the estimated restoration time. More than 74% of customers after such a notification no longer need to be connected to an agent. Second award The second award went to the “Mobile Inspector” project. The app allows inspectors to receive tasks, record readings, and photograph meters, immediately transmitting the information to the system. This should increase the accuracy and transparency of electricity accounting and simplify resolving billing issues. “These two awards show that customer experience can be improved both directly at the moment a customer reaches out and through changes in how our employees work,” said Ruslan Volynets, DTEK Grids’ director of customer engagement.

Recall that earlier Rinat Akhmetov’s DTEK created a Digital Transformation Office that advises DTEK’s distribution system operators (DSOs) on developing AI directions and digital services for customers. Earlier 10 DTEK energy workers were awarded state honors by President Volodymyr Zelensky for restoring power after shelling.