DTEK Seti, part of Rinat Akhmetov's energy holding, became a laureate of the Ukrainian CX Excellence national award, receiving two awards for projects aimed at simplifying interactions with customers. Recognition in the categories of “Best CX Case in a Contact Center” and “Best CX Case in Employee Experience” confirms that systematic work on customer experience in Ukraine's energy sector is reaching a new level of digitalization.
Automatic Notifications: 74% of Customers No Longer Wait for an Operator
The first award went to the automatic notification service about power outages. The solution's mechanics are simple and effective: when a call comes into the contact center, the system identifies the customer, checks the power supply status at their address, and—before connecting them to a live operator—announces the reason for the outage and the estimated time for power restoration. According to the company, more than 74% of customers no longer need to speak with an operator after receiving such an automatic message. This significantly reduces the load on the contact center and shortens wait times for other callers.
“Mobile Controller”: Digitization of Field Operations
The second award, in the Employee Experience category, went to the “Mobile Controller” project—a mobile application developed for field staff. Using it, controllers receive inspection tasks, record and photograph meter readings, and the information is instantly transmitted to the central accounting system. The company emphasizes that this improves the accuracy and transparency of electricity accounting and simplifies the process of resolving billing issues for customers, as it eliminates manual data-entry errors.
Digital Transformation as a Systemic Strategy
“These two awards show that customer experience can be improved both at the moment of a customer's inquiry and through changes in how our employees work,” commented Ruslan Volynets, Director of Customer Relations at DTEK Seti. It is worth noting that DTEK previously established a Digital Transformation Office, which advises DTEK's distribution system operators (DSOs) on developing AI initiatives and digital services for customers. Thus, the Ukrainian CX Excellence awards became a natural outcome of a deliberate investment strategy in digital infrastructure.
Context: Recognition at the State Level
Receiving industry awards for customer service comes against the backdrop of broader recognition of DTEK energy workers' efforts. Previously, ten DTEK employees were honored with state awards from President Volodymyr Zelenskyy for their contribution to restoring power supply after shelling. Taken together, these events demonstrate that the company is simultaneously addressing the challenges of rapid infrastructure restoration under combat conditions and the long-term improvement of digital service quality for millions of customers across Ukraine.
