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DTEK currently relies on a paper-based reporting system for energy consumption and bill management, leading to customer dissatisfaction, high call volumes to the support center, increased operational costs, and environmental concerns. Existing systems lack a user-friendly interface, hindering self-service capabilities and creating friction for customers, especially those less technologically adept. The need for seamless integration with SAP systems and robust security are also critical concerns.
Largest Ukrainian energy distribution system operator focused on providing reliable energy services and simplifying customer interactions.
Implementation of this system is expected to significantly improve customer satisfaction, reduce operational costs, increase revenue through improved payment rates, and enhance DTEK's position as a customer-centric energy provider. The projected increase in electricity consumption contracts and CSAT scores demonstrates a strong return on investment.