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Slovenské elektrárne – a long-term partnership for modern end-user services
Slovenské elektrárne is the largest electricity producer in Slovakia and a key player in the energy sector. The company operates extensive energy infrastructure, including nuclear and hydro power plants, ensuring stable electricity supply for both households and industry.
The scale and critical nature of its operations place high demands on the reliability of IT services and the availability of end-user devices that support day-to-day operations across all locations.
Cooperation
PosAm has been working with Slovenské elektrárne for nearly 30 years, making this partnership one of the longest continuous collaborations within the company. In 2025, a new contract was signed for the provision of technical support, call center services, and PCaaS for another 5 years.
Challenge
Operations in the energy sector place high demands on the reliability of IT services, the availability of end-user devices, and the speed of incident resolution.
The key challenge was to ensure long-term:
- reliable support of more than 13 000 end-user devices (including PCs, mobile devices, monitors and printers) across 6 locations,
- efficient management of incidents and user requests,
- cost optimization while maintaining a high level of service quality,
- and readiness for further development and the adoption of modern technologies.
Solution
PosAm provides comprehensive technical support, call center services, and end-user device management in a PCaaS model.
Over time, the collaboration has evolved from service and installation support to comprehensive end-user services covering the entire lifecycle of devices and user support.
The new phase of cooperation brings a further shift towards Modern End-User Services (mEUS), enabling centralized device management, a higher level of automation, and more efficient support delivery. It also includes the gradual adoption of artificial intelligence elements in user support.
A concrete example is the deployment of an AI voicebot that extends the capacity of the internal service desk and captures employee requests even when all operators are busy or outside business hours. The voicebot is able to identify the calling employee, conduct a natural conversation, determine the nature of the request, and automatically record it in the service desk system. It communicates in Slovak and continuously improves based on real interactions.
The result is higher support availability, reduced workload for operators, and more efficient request handling – with no waiting and no lost calls. In this case, artificial intelligence does not replace people – it helps them handle more tasks faster and with better quality. The AI voicebot was deployed in cooperation with Daktela.
The services provided by PosAm cover a wide range of end-user devices and users across the organization and its locations.
The solution includes:
- technical support and servicing of more than 13 200 end-user devices,
- operation and support of the call center, enhanced by an AI voicebot for automated request handling,
- lifecycle management of devices,
- device provisioning as a service (PCaaS).
Value for client
- Reliable operation of end-user devices in an environment with high availability requirements.
- Efficient management of support and incidents through centralized services.
- Higher support availability thanks to the AI voicebot, which captures requests even when operators are fully engaged.
- Cost optimization while maintaining high service quality.
- Readiness for modernization through the transition to the mEUS model and the use of artificial intelligence.
- Long-term continuity and stability of services supported by a long-standing partnership.
Result
Nearly 30 years of cooperation and its extension for another 5 years confirm that PosAm is a reliable partner capable of delivering and developing IT services in an environment of critical national infrastructure with high demands on availability and quality, while also creating conditions for the client’s growth and further development of its technological and business capabilities.
PosAm has been our long-standing partner in the field of technical support and IT infrastructure operations. Extending our cooperation until 2030 is seen as a natural continuation of this partnership, where we expect modernization and continuous improvement of services for our internal customers.
