- UX Research
- UX/UI Design
- Front-end/Back-end Development & QA
Energy Sector Digital Transformation
How we helped DTEK facilitate the digital transformation of the Energy sector in Ukraine
DTEK is a Ukrainian energy distribution system operator working to advance the health and prosperity of Ukrainian society. DTEK’s objective was to simplify electric bills management and payment systems.
Artkai helped DTEK execute an agile, digitally informed, and design-focused solution. DTEK now provides its customers with better access to detailed information, and DTEK helps its customers gain control of their energy consumption to reduce costs.
Months
Platform
Industry
Location
Users
Increase the quality of the services provided and reduce calls to support centers
Maximize adoption of the new digital system to:
- Reduce paper consumption and reduce costs
- Eliminate third-party transaction fees
- Cut red tape, reduce friction, and streamline operations
Enable more simple and accurate reporting and forecasting
Maximize adoption of the new digital system to:
- Reduce paper consumption and reduce costs
- Eliminate third-party transaction fees
- Cut red tape, reduce friction, and streamline operations
- Design and develop an online customer portal for private and business clients
- Create a multifunctional and intuitive interface with easy access to both DTEK account summary and detail information
- Ensure seamless integration with a SAP CRM/SAP IS-U billing system
- Harness digital customer engagement solutions to supercharge customer experience, revenues, and lifetime brand value
- Create positive customer interactions, simplify communication and information sharing and enhance support operations
- Accelerate time to value and improve the ability to meet critical customer needs while reducing total cost of ownership
- meter classification
- electricity rates and customer charges
- target audience segmentation and typical characteristics of each segment
- available payment options
of the target audience allowed us to better understand their critical needs and expectations. Artkai found that private and business clients want to:
Review meter history to understand past energy consumption
Remotely pay bills without having to repeatedly enter account and payment details
Receive easy-to-navigate bills with relevant details
Keep up with current bills, fees and charges and get notifications for planned power outages
Avoid phone calls to the DTEK customer support center
Understand ways to optimize electricity consumption and improve energy efficiency
Artkai established the product layout based on pre-defined customer journey maps for private and business clients.
Artkai presented DTEK with high-fidelity prototypes of two customer portals to test the solution before production version.
- Report meter readings
- Review historical usage information, yearly and monthly usage data and energy-efficiency benchmarks
- Receive efficiency tips, learn about rebates, and sign up for energy-efficiency consultations
- Analyze bills, compare rates, pay online, view payment history, make billing queries, and view payment options
- Contact support via digital channels on bill-related questions
- Enter and log customer service requests anytime and check the status on the go
- Manage supply contracts when changing residency
- Connect in real-time with the operator and receive status updates on self-services
To accommodate the needs of different age groups of the target audience, Artkai tested multiple fonts, font sizes, contrast levels and color schemes. Artkai carefully chosen a large main font size to ensure content readability for older audiences.
- Effectively exchanged information between front-end and back-end clusters
- Sent and received data without causing a denials of service for the SAP server under high load
- Distributed the load across all components of the system
- Cached the data needed
- Securely stored user information
High security and high fault tolerance , high efficiency under high load and seamless SAP CRM and SAP ISU integration
SPA Vue.js
Node.js
Webpack
SCSS
express.js
Pug
ES6
Java (Spring framework)
Tomcat
Maven
- Increased adoption and use of digital customer engagement tools
- Reduced call-centre volume and lower cost of customer service operations
- Better data integrity and understanding of the customer base
- Enhanced ability to meet customer needs through meter data management, analytics, and alerts
- Improved communication with customers through online information exchange and notifications
Artkai has a unique approach to adopt agile methods to your plan-driven working environment, that has resulted in a modern utility product for our clients. The root of success is combining a user-friendly interface with massive and extra complex back-end. We, therefore, recommend cooperating in case your goal is the same - to have a quality product in time while enjoying an excellent partnership.
Head of “SAP IS-U/CRM Implementation” Project