Case Study: The Israel Electric Corporation achieves COVID-safe, video-enabled remote customer service with TrueConf

The Israel Electric Corporation - Customer Case Study

The Israel Electric Corporation (IEC), Israel’s largest power supplier serving about 2.6 million customers, needed a way to continue customer service during the COVID‑19 pandemic while reducing in‑person visits and enabling call agents to work remotely. To meet this challenge IEC chose TrueConf’s video conferencing technology (integrated via TrueConf SDK) for deployment in self‑service information kiosks that allow customers to pay bills, check outages and connect with remote operators.

Working with kiosk manufacturer Balamuth and distributor Imagecom, TrueConf was integrated into IEC’s kiosks to provide one‑click video calls, smart queuing to minimize wait times, screen sharing, remote printing and local recording for data privacy. The 2021 pilot proved successful and is slated for nationwide rollout — delivering faster, safer real‑time service, helping curb COVID‑19 transmission and lowering the company’s maintenance costs while supporting IEC’s 2.6 million customers.

The Israel Electric Corporation