The company received two national awards at the Ukrainian CX Excellence ceremony
DTEK Grids received two awards at the Ukrainian CX Excellence customer experience awards. The recognitions were presented in the categories for the best contact center CX case and the best employee experience application CX case. This was reported by DTEK Grids, according to the portal PromPolitInform.
The company earned its first award through an automated customer notification system regarding power outages. When calling due to a lack of electricity, the software identifies the caller by phone number and checks the supply status in real time.
If an outage is confirmed, the client receives details on the cause and the estimated restoration time even before connecting with an operator. Over 74% of consumers choose not to connect with a human operator after receiving the automated message.
European-level finals
Winning the contact center category automatically made the organization a finalist for the European Contact Centre & Customer Service Awards. This competition has spent 26 years recognizing organizations across Europe that demonstrate leadership in high-level service delivery.
The second awarded initiative, the Mobile Controller project, digitized the workflow of employees performing meter inspections. Through the application, inspectors receive tasks, record readings, photograph meters, and transmit data directly to the system.
Benefits of digital solutions
For customers, this means more accurate and transparent electricity accounting, the ability to confirm readings during disputes, and quick resolution of billing questions. At the same time, inspectors received a single tool without paperwork.
«For us, customer-centricity is not just about creating new services. It starts with every process that affects a person’s interaction with the distribution system operator», — explained DTEK Grids Customer Interaction Director Ruslan Volynets.
He noted that the company is simultaneously working on speeding up information delivery and ensuring internal processes are as accurate and digital as possible. These two awards show that customer experience can be improved both directly during inquiries and through changes in staff operations.
The Ukrainian CX Excellence awards honor achievements in customer experience development and customer-centric practices. This year, 34 companies competed with 51 different cases.
Photo: DTEK Grids
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