Marking the success of its initiative to facilitate customer journeys in a digital world, K-Electric became the first company in the power sector of Pakistan to achieve 100,000 unique subscribers on its WhatsApp service, that too within a record time of just 68 days, through utilizing Infobip’s Answers.
The 24/7 service was launched on the 13th of September, 2021, to provide consumers with a hassle-free experience with real-time responses. The fully automated service is being used to lodge technical or billing complaints, obtain duplicate bills as well as income tax certificates, and download forms for new connections along with a checklist of required documents. The service was initially only available in English but for further convenience of the customers, it is now available in Urdu as well which approximately 41 percent users opted for.
Currently, the most common queries at this self-care channel are of duplicate bill issuance, technical complaints, and power status inquiry, all which are also the fastest to avail feedback through Infobip’s Answers. In line with KE’s ongoing activities to enhance and enrich consumer experience, the response via the new platform is within seconds, accommodating Karachi’s electricity consumers at a faster turnaround-time. Additionally, the call center and experience center teams are now routing traffic towards the automated channel, creating more awareness and aiming to increase inquiry management success rates.
Elated at this achievement, Chief Marketing & Communications Officer at K-Electric, Sadia Dada said, “We have a firm belief that an informed customer is an empowered customer. By leveraging the latest technologies, we are constantly offering our consumers new communication platforms that not only offer instant access to their desired information but also provide them the flexibility to communicate with us from anywhere in the world. The substantial rise in subscribers of our newly launched WhatsApp service indicates that we are keeping up with our consumers’ changing preferences of how they wish to engage with us.”
K-Electric (KE) has powered Karachi for over one hundred years. Through a network spanning across 6,500 square kilometres, KE supplies power to all residential, commercial, industrial and agricultural areas that fall under the city’s ambit and beyond, serving over 2.5 million customers across Karachi, Dhabeji and Gharo in Sindh, and Uthal, Vinder and Bela in Balochistan.
KE is the only vertically-integrated power utility in Pakistan, which means the organisation manages all three key areas – Generation, Transmission and Distribution – of producing and delivering energy to consumers.
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact center solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over a decade of industry experience, Infobip has expanded to 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
Recent award wins include:
- Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (May 2021)
- Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report
- Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Research Future Digital Awards