In its business operations, K-Electric continues to harness technologies and digitization with the aim of upgrading and providing a customer experience. A further milestone has been made in this regard, as KE became the first utility in Karachi and neighboring regions to introduce a WhatsApp service for residential clients.

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A fully automated service may be used to lodge technical complaints, receive duplicate accounts and income tax certificates and download the new connection form together with a checklist of documents required.

The emergence of COVID-19 affected business activities all over the world, which resulted in a drastic shift to alternate delivery channels (ADC) including internet and mobile banking for payments and e-commerce transactions.

Reports suggest that the ownership of telephones climbed by up to 10% in 2020, with some estimates showing that about 77% of electricity bills in Pakistan were paid online.

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In FY 2020-21, K-Electric also noticed a rise in ADC use, which equates to an increase in bill payments of almost Rs 7.4 billion.

With WhatsApp being a mainstream medium for communication, it offers a significant chance in real time to interact with customers.

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