Strengthening its portfolio of services, K-Electric (KE) has launched tele-billing services for senior citizens and specially-abled
customers via its 24/7 118 call center.
This initiative is an extension of KE’s vision to be increasingly accessible to
customers by driving digitization, streamlining business p
rocesses to ensure efficient complaint resolution, and amplified reach with added
customer benefit through partnership agreements with Daraz and Bykea.
Enabling KE’s valued
customers to resolve both billing and technical concerns conveniently from the comfort of their own homes became an imperative for the power utility especially in the backdrop of the COVID-19 pandemic with its associated mobility restrictions and soc
ial distancing requirements. This initiative in particular was critical to serve a vulnerable and high-risk
customer segment.
According to Naz Khan, KE’s Chief Strategy Officer, “As an agile and
customer-centric
organisation, KE embraces
customer feedback, using it as an opportunity to improve
customer experiences. We are focused on driving
customer-first operations by increasing our accessibility to our
customers and optimising our p
rocesses.”
Through this endeavour KE has also become one of the first power utilities in Pakistan to offer complete billing services via its call-centre. Customer-centricity is a core
organizational value and recent initiatives such as the KE Live app, digital partnerships, IBC’s on wheels and special services for senior citizens are aimed at creating positive
customer experiences, underpinned by ease and convenie
nce for the user.
.jpg)
.jpg)
