K-Electric, in-line with its customer-centric approach, continues to facilitate its consumers by engaging them through Social Media platforms including Facebook and Twitter. The utility currently has over 235,000 fans on Facebook and 49,000 organic followers on Twitter.
To capitalize on the power of online media, KE established their presence on Social Media four years ago. The KE Social Care model is backed by a dedicated team that works round the clock to manage online queries and ensure immediate response. The digital platforms are also functional during public holidays. KE has successfully managed to maintain a very high response rate since its inception and has been tagged as ‘very responsive’ by Facebook. Last year, KE became the first ever utility in Pakistan to integrate its digital platforms with SAP thereby enriching company’s already wide range of customer care touch points such as 118, 021-99000, customer.care@ke.com.pk and the SMS service 8119 as well as IBCs.
According to KE spokesperson, “Digital is critical in today’s world and we are fully geared up. We have facilitated our consumers by connecting with them through social media so we are within the reach of their fingertips. Our social media pages also keep consumers updated on power-related developments across the city, create awareness on energy conservation practices, and enable consumers to report any safety hazard for immediate action.”
Known for implementing consumer-centric technologies, K-Electric has implemented several leading IT based services like – ‘Genesys’ – one of the leading customer experience platforms in the world; Centralized handling of complaints via web, social media and 29 IBCs; Complaints registration and closure alerts as well as bill payment via mobile platforms.
