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Smolenskenergo summed up the work with customers in 2012


The number of visitors at Customer Service Centres of Smolenskenergo constantly grows.

In 2012 IDGC of Centre — Smolenskenergo division was contacted by 91,512 people (for comparison: in 2011 — 50 625 people). Most customer requests are still connected with grid connection to the electric networks of the branch — 26,066 requests — and additional services — 27,737 requests.

The most convenient form for more than half of the customers was a personal visit at the CSC or specialists of the marketing and customer interaction departments in Distribution Zones.

In total in the Smolensk region there are 3 Customer Service Centres in operation, any of which can be contacted by consumers. Workers of the Centres provide customers with pieces of advice on the procedure for grid connection, full details of the additional services provided by the branch, as well as answer questions regarding power supply.

In March 2012 the Customer Service Centre of the branch in the city of Smolensk celebrated its four-year anniversary, in June it was re-opened after a brief interruption due to repair, and a month later opened the doors to the 27000th customer — a resident of the regional centre Nadezhda Korznikova, who first used the Centre’s services. The leaders of the Customer Service Centre congratulated her on the jubilee visit and presented a gift. According to the customer, she was pleasantly surprised by the attention to her by all CSC employees, their expertise on many issues and quick work on the reception of documents for grid connection.

Honouring anniversary visitors of the Smolensk CSC has become a tradition of the branch to which the interests of potential and existing customers have always been a priority in the work.

In addition to the Customer Service Centers, consumers can use the internet reception on the website of the company at, with which one can also get all necessary consultations. It is a very convenient service for customers who use the Internet — one can apply for a service of interest and get a prompt response, without visiting the CSC.

Also for the convenience of our customers in all regions of IDGC of Centre’s service area there is the Direct Power Hot Line at 8-800-50-50-115 (toll free), by calling which, one can solve issues related to power supply. In 2012, 33,067 consumers used it.

Customer Relationship Management Office constantly takes measures to improve the quality of its service. Among them seminars and round tables for individuals and businesses are popular. In March and August 2012, round tables were held on the grid connection to the networks of IDGC of Centre in the Smolensk region, in June and November power engineers organized visiting presentations on the same topic for residents of Safonovo and Roslavl districts. Professionals who work with customers, monthly post information on planned outages in the regional media, send letters on additional services to persons who require replacement of meters. For high school pupils three times a year lessons on electrical safety are held in schools of the city of Smolensk.

On the eve of the professional holiday, Power Engineers’ Day, the branch held an Open Doors Day for consumers. The company’s customers were able to see a list of basic and additional services of Smolenskenergo and conditions of their provision. During the working day the branch’s experts were answering questions from visitors and providing complete information on grid connection, installation, replacement, inspection of meters, operation and construction of outdoor lighting networks, operational maintenance of electrical networks, testing of electrical equipment, removal of restrictions on land use, etc. Consumers were able to communicate with experts in their required area.

Most customers at such events are interested in questions of grid connection, replacement, installation and inspection of connection schemes of metering devices, outdoor lighting, and replacement of leads-in into private homes.

Smolenskenergo constantly strives to improve the quality of its services provided, to use modern technologies and communication channels to make the process of interaction with customers as comfortable as possible.

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