Don’t put it off until later! – probably, this phrase best characterizes the Rivneoblvodokanal digitalization project. The RENOME SMART team started working on products for the digitalization of the utility company after the full-scale invasion began, at a time when most companies were cautious about even considering positive changes.
Why did the start of the full-scale invasion become the catalyst for the digitalization of the water utility, what results have already been achieved through process automation, and why do utility companies need digital tools for consumer interaction? This is explained by Mykola Tkachuk, Deputy Director for Commercial Activities at Rivneoblvodokanal.
Mykola Tkachuk
Deputy Director
for Commercial Activities
at Rivneoblvodokanal
The RENOME SMART team developed several digital products for Rivneoblvodokanal. Why did the need to automate the company’s processes arise?
The need to automate the company’s processes has existed for a long time, but the full-scale invasion became a catalyst for its implementation, as unfortunate as it sounds. Let me explain why. The trigger was that many of our customers left Ukraine from the first days of the war. They needed high-quality remote interaction services with us. This primarily involved transmitting meter readings and ordering various services, such as obtaining a certificate of no debt, meter verification, or requesting the unsealing or sealing of equipment.
On the other hand, we needed a convenient way to synchronize the results of this interaction with our databases, as well as a user-friendly interface for our employees to administer these services.
What digital products are included in the suite of software solutions developed for Rivneoblvodokanal?
We completely revamped the personal consumer portal on our website, developed mobile applications for iOS and Android, and updated the existing Viber bot.
An internal company website was created within the suite of software products. What is its main purpose?
The main purpose of the internal website is to eliminate the need for manual database synchronization and to provide a convenient way for our employees to administer all other services offered by the company.
Changes always complicate work at the beginning. How long did it take for the team to get used to the internal website’s functionality?
For our employees, the process was seamless and quite fast, since these software solutions primarily simplified our work. However, it’s a different story with our customers — they are very demanding. That’s why we and RENOME SMART constantly strive to improve the existing product.
The updated user features were presented back in October 2023. Do you receive feedback from your subscribers regarding the digital products?
As I mentioned, our customers are very demanding, so we receive feedback from them constantly. This motivates us and allows us to develop and improve the product. It’s not so much about creating something new, but refining what we have already implemented. Specifically, we have improved existing digital products in terms of synchronizing the existing database with the one hosted on a cloud platform, since not all consumers had the opportunity to use both the mobile app (Viber bot) and the personal account portal.
It’s been over six months since Rivneoblvodokanal subscribers could start using the new digital tools. As of mid-April, we have the following statistics. Could you please comment on the numbers?
As of April 15, 2024 (since September 2023)
New registered accounts, quantity (units):
- Mobile app: 2,039
- Website: 4,456
Meter readings submitted, quantity (units):
- Mobile app: 8,297
- Website: 256,221
- Viber bot: 94,001
Regarding the registered accounts, this statistic only covers new subscribers. However, overall, many more subscribers use the personal account (approximately 40,000 if we’re talking about individuals). To simplify the process for already registered subscribers, we migrated their account records from the old personal account to the new one.
How do you promote new digital tools to your users?
The primary method of promotion is through QR codes displayed in the subscriber service office, linking to the apps and the personal account (Viber bot). Additionally, we occasionally place ads on our bills. A while back, we also advertised on the radio.
Based on Rivneoblvodokanal’s experience, explain why utility companies should use modern digital solutions in their operations.
Because it’s a requirement of the times. It’s hard to imagine the operation of any business in the 21st century without digitalization, especially when it comes to companies that serve such a large number of customers, like ours. To remind you, we have over 105,000 individual subscribers and more than 3,000 business customers.
Digitalization is, first and foremost, about efficiency and saving time for both employees and consumers. Ultimately, it’s just convenient, as there’s no need to spend time on in-person visits to each business; everything is accessible from a phone/tablet or computer.