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Operating with the state-of-the-art technologies that leads the industry and adopting a people-oriented approach, Enerjisa Distribution Companies, i.e., Başkent EDAŞ, Ayedaş, and Toroslar EDAŞ, answered 6.2 million calls within seconds in the first four months of the year, thereby increasing accessibility in customer communications to 100%
Carrying out their sustainability projects in line with the vision of ‘a better future for all,’ Enerjisa Distribution Companies sustained their customer satisfaction-oriented service approach by answering a total of 6.2 million calls in the first four months of 2025. The number of calls, which increased by 7% compared to the same period of the previous year, was answered with 100% accessibility rate thanks to the investments made in digitalization. Offering non-stop customer communications in their operation regions that include three large distribution areas, the companies achieved to become effective especially concerning increased call volume at the Toroslar region while high answering rates were also achieved at Ayedaş and Başkent EDAŞ regions.
New period in customer services: Interactive Voice Response (IVR) Technology
Operating with a customer focus for an uninterrupted and high-quality energy service, the company offered significant convenience to its customers with the developments implemented in the interactive voice response (IVR) technology on March 6, 2025. Thanks to these developments, customers are now able to start their processes without having to wait for a call center representative, and 3% of all applications started to be taken over IVR in only two months with the widespread adoption of the new application. Customers can now access services via one button and one voice command, and IVR channel became the third most preferred communication channel, following telephone and distribution websites in a short amount of time. The new application, which reduces the load on call centers, also achieved to offer a faster experience for customers’ emergency or routine demands.
“We decreased the contact time with our customers from minutes to seconds”
Indicating that digitalization is a requirement for a people-oriented transformation, Oğuzhan Özsürekci, Managing Director of Enerjisa Distribution Companies, stated: “At Enerjisa Distribution Companies, we provide services to over 22 million people in 14 cities. Our key priority while meeting this responsibility is to be able to provide reliable, fast, and accessible solutions at every contact point. Smart applications, such as IVR and ChatVolt, which were put into operation with the new improvements in 2025, enabled our customers to conduct their processes using a single button or a voice command. We carried our service quality further to another level by decreasing our contact time from minutes to seconds.”
“We carry out our digital transformation investments not only via technology, but also in line with a people-oriented transformation approach. We carry on with the awareness that energy is not only a resource, but also a reliable service for the continuity of life.”
Service Network Powered by Digitalization Investments
Enerjisa Distribution Companies continue to offer a more accessible, fast, and reliable service infrastructure by focusing on digital solutions centered around customer experience. Offering not only electricity, but also solutions, satisfaction, and trust, Enerjisa Distribution Companies build the service approach of the future today.
About Enerjisa Distribution Companies
Pioneering the electricity distribution industry in investment, technology and customer satisfaction, Enerjisa Distribution Companies continue their operations in Ankara, Bartın, Çankırı, Karabük, Kastamonu, Kırıkkale and Zonguldak through Başkent EDAŞ; at the Anatolian Side of Istanbul through AYEDAŞ and in Adana, Gaziantep, Kilis, Mersin, Osmaniye and Hatay through Toroslar EDAŞ.
