Case Study
With Albina Ponomarenko, Head of Client Services at DTEK
DTEK is one of the leaders in Ukraine's energy sector, supplying electricity to millions of consumers. The company faced the need to improve its customer service.
The main issue that needed to be addressed was the high load on the call center, especially during emergency and scheduled power outages. During these times, the wait time on the line could reach up to 50 minutes or even 2 hours. There was also a need for quick communication with customers about outages and the prompt processing of service requests, such as meter checks and repairs.
To address the challenges at hand, DTEK chose to partner with ConnectiveOne. Initially, a competitive selection process was held among approximately 100 companies, with key criteria including functionality, reliability, the success of previous implementations, and the ability to provide long-term support. After narrowing it down to 12 finalists who showcased their solutions, DTEK selected ConnectiveOne as the partner whose service best met the holding's requirements.
Albina Ponomarenko
Head of Client Services DTEK
ConnectiveOne is a universal AI communication platform integrated with messaging apps like Facebook, Telegram, and Viber — a key component of DTEK’s omnichannel strategy for effective customer engagement.
Albina Ponomarenko
Head of Client Services DTEK
The platform was integrated into DTEK’s systems and met all scalability requirements to serve millions of subscribers: “We implemented complex, multi-level integrations to ensure compliance with the highest cybersecurity standards.” With the help of the ConnectiveOne platform, the holding is able to independently configure business processes, which helps reduce development costs and increase customization flexibility.
Thanks to the collaboration with ConnectiveOne, the workload of the call center was significantly reduced. Customer wait times decreased, as the majority of inquiries were automatically handled by chatbots. Clients began receiving timely and accurate updates about power outages, which greatly improved their satisfaction. The reduction in the number of requests handled by operators and the acceleration of service request processing contributed to a substantial improvement in service quality.
Albina Ponomarenko
Head of Client Services DTEK
During emergency outages, the load on digital communication channels increases exponentially. The ConnectiveOne system was designed to ensure uninterrupted operation even with hundreds of thousands of users making simultaneous inquiries. Thanks to its flexible architecture and automated scenarios, DTEK managed to shift the primary flow of notifications to messengers, freeing up the hotline for critical emergency cases. This is an example of how technology ensures social stability in the energy sector.
The development of chatbots for DTEK demonstrates how the implementation of advanced technologies can significantly improve customer service quality. Thanks to the professionalism of the ConnectiveOne team, the communication efficiency between DTEK and their consumers was greatly enhanced, which positively impacted the overall service level.
