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How Kwizbot Helped DTEK Reduce the Load on the Call Center

With Albina Ponomarenko, Head of Client Services at DTEK

Industry

Energy sector

Website

dtek.com

Services

Omnichannel panel
Chatbot Builder
Statistics
Triggered mailings

Integrated

DTEK is one of the leading energy holdings in Ukraine, providing electricity to several million consumers. The company faced the need to improve its customer service.

The main problem that required a solution was the high load on call centers, especially during emergency and planned power outages. During outages, wait times at the call center sometimes reached 50 minutes and occasionally even 2 hours. Additionally, there was a need for prompt notification of customers about outages and quick processing of service requests, such as meter checks or repairs.

Compliance with All Requirements

To address these issues, DTEK began collaborating with Kwizbot. Initially, a competition was held among approximately 100 companies. The main selection criteria were functionality, reliability, number of successful projects, and the ability to provide support for several years. After selecting 12 finalists, each of whom demonstrated their solutions, DTEK chose Kwizbot as the partner that best met the holding's requirements.

"Since this is the country's main infrastructure, where nothing happens without electricity, the requirements for choosing partners and verification in terms of security and reputation were very high."

Albina Ponomarenko

Head of Client Services DTEK

Security and Effective Strategy

Kwizbot is a communication platform that works with various messengers, such as Facebook, Telegram, and Viber, which was important for DTEK's multichannel communication strategy with customers.

"The challenge was to adapt our functionality, taking into account the limitations and features of each messenger. And our colleagues succeeded."

Albina Ponomarenko

Head of Client Services DTEK

The platform was integrated with DTEK's systems and met all requirements for scalability to serve millions of customers. "We performed complex multi-level integrations to meet all cybersecurity requirements."

‍The company also uses the Kwizbot platform for self-configuration of business processes, which allowed them to reduce development costs and provided flexibility in customization.

Prompt Notification and Reduced Load

Collaboration with Kwizbot significantly reduced the load on the call center. The wait time for customers on the line was significantly reduced, as a large portion of inquiries were resolved through chatbots. Customers began receiving timely notifications about power outages, which increased their satisfaction. The reduction in the number of inquiries to operators and faster processing of requests also positively impacted the quality of customer service.

"We aimed to solve the issue so that customers wouldn't need to visit branches, service centers, or call centers, as the load on our call centers was very high and unpredictable, especially during emergency outages."

Albina Ponomarenko

Head of Client Services DTEK

The chatbot development project for DTEK demonstrated the importance of implementing modern technologies to improve customer service. Thanks to the experience and professionalism of the Kwizbot team, DTEK's communication efficiency with customers was significantly enhanced, and the overall level of service was increased.

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