In a bid to improve its customer facilitation service K-Electric (KE) launched a mobile application web portal - 'KE Live' here on Thursday. The app is currently not facilitating its users to pay power company's bills online. Danish Javed, Head of Digital Media K-Electric in a detailed presentation at the App launch ceremony said, "Online payment option is under consideration of KE despite the fact that payment collection gateway is a challenge for Pakistan."
This app is very important as Karachi has digital base with 3 out of 10 people having digital penetration in the port city. It will offer customers a self service solution to access a variety of services such as billing details with historic data, duplicate bill downloads, report power theft, and to lodge complaints just on figure tips.
"Customer can get live power status of his home while sitting in his office or anywhere," he said. On the other hand, the consumers pleaded the power utility to provide access for monitoring day to day power consumption through this app in order to minimise the trust deficit.
However, Danish hinted that currently KE's meters were not online hence the power utility remains unable to give online access to its consumers to monitor their power consumption any time. But, through this app, they could get their meter readings on a monthly basis. Currently if you visit KE website, you will get duplicate billing history of six month, and 24 month tracking facility. Consumer can download duplicate bills of the last six months directly by using the app.
"We have tried to keep the language easy and simple for the users," Danish said adding this will help users to generate right complaints on voltage, fluctuations, power theft, supply off etc. There is a separate option of lodging complaints related to safety hazards in this app.
Total five accounts can sign up the app on single account number, but there are security features for their validation. The entire KE social media is SAP integrated that helped improve the service levels of the company. The app, which allows access to a variety of services, is available on the App store for iPhone users as well as on the Google Play store for Android users. Alternatively, the app can also be downloaded from the web portal, https://live.ke.com.pk.
With smartphone penetration in Pakistan on the rise and with most users residing in the largest urban centre of Karachi, it only makes sense to launch an app. After signing up the user will have access to a number of features such as billing details with historic data, duplicate bill downloads, and integrated unit consumption comparative graphs. Other features include live power status update, the ability to report power theft and to lodge complaints. Consumers will also be able to use the app to locate their nearest customer care centre.
The launch of the app fits right in with KE's use of technology and innovation in its customer-centric approach. KE already offer 30 customer care centres spread across its network, as well as call centre, state of the art consumer experience platform.
KE officials said that in recognition of its efforts towards maximising convenience for customers through digital solutions it has won several awards including 'Best Digital Media Team' award at the Pakistan Digi Awards 2018 for the second consecutive year. K-Electric also won the 'Best Use of Technology' award in the 'Best Customer Innovation' category at the Genesys G-Summit Middle East 2017, held in Dubai. This was the first time a Pakistani company won an award at this regional platform.
They said power utility also offers facilitation at consumers' doorstep with mobile vans and round the clock engagement via social media forums. KE is also one of the first utility companies to implement SAP IS-U, a state-of-the-art customer relations and billing management system. The KE Live app is expected to greatly enhance the user experience and improve the relationship with customers.