For 10 months of 2019, 11,3923 customer requests were received by the branch “Rosseti Centre Smolenskenergo”. As in previous years, the most convenient form for customers is the correspondence form of communication with specialists - the toll-free direct line of power engineers at 8-800-50-50-115, which was used by 67,167 people. The All-Russian Internet portal “Light Country” (светлаястрана.рф) launched by PJSC Rosseti last year is in demand as well, 214 applications have already been received here. 25,375 customers applied with a personal visit to customer service centre (CSC) or to specialists of points of work with customers of Distribution Zones.
Smolenskenergo constantly improves the quality system of services provided, using modern technologies and communication channels, carries out activities aimed at improving the quality of service. Since 2015, Smolenskenergo has been working with a pre-appointment system at the customer service office. And since 2017, Smolenskenergo’s services can now be paid on-line. An electronic service is provided on the official website of Rosseti Centre, which allows residents of the Smolensk region to pay fees for services under grid connection agreements and all value-added services of the branch in non-cash form (without commission).
In 2018, it became possible to submit an application for grid connection using a personal account on the company’s website, which is actively used by residents of the Smolensk region. 3,411 customers submitted online applications for grid connection for 10 months of 2019, which is 20.5% more than the number of similar applications of the same period last year. At the same time, only 268 customers submitted applications in person. Also, in the “personal account” you can apply for value-added services of the company, one of which is the “Turnkey grid connection”.
Remote services optimize the interaction of the branch’s employees with customers, each of which can now in the simplest way and in a free form report on his existing problem related to power supply, or apply for a service.