K-Electric was announced the winner of ‘Best Use of Creativity / Innovation / Out of the Box’ and ‘Best Digital Marketing Communication (Social Media)’ at Pakistan Digi Awards 2017 held at PAF Museum Karachi. The awards are testimony to KE’s newly implemented cutting edge customer relationship management software which enables the power utility to maximize convenience for customers through its social media platforms. The victory also endorses the quality and engagement levels KE’s social media platforms provide in terms of customer convenience and effectiveness.
According to KE spokesperson, “We have always been at the forefront in implementing customer-centric technologies and solutions. Deployment of state-of-the-art social media tools and strategies enable us to continuously optimize customer experience in the digital arena.”
To capitalize on the power of online media, KE established its presence on social media five years ago. The KE Social Care model is backed by a dedicated in-house 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. In 2015, 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.
KE is also one of the first utility companies to implement SAP IS-U – a state of the art customer relation and billing management system. Earlier this year, K-Electric became the first Pakistani company to win the ‘Best Use of Technology’ Award in the ‘Best Customer Innovation’ category at the Genesys G-Summit Middle East 2017 held in Dubai.