Companies that want to be at the forefront of the business they are engaged in must follow development trends in all areas. They must be leaders in innovation and knowledge and make availability to informations that are the foundation of the overall economy. HEP Elektra d.o.o. as the only energy entity in the Republic of Croatia authorized to provide public electricity supply services, guided by the mission, vision and core values follows all trends imposed by modern society, and in e-business, which is one of the drivers of success and the main means of communication with customers. Despite the fact that the Internet is not yet available in every household, the number of households that have access to it is growing from year to year, and the use of access via mobile phones is also growing. HEP Elektra d.o.o. offers its customers certain internet communication tools, and it's used by many customers. However, regardless of all the benefits that these tools provide, the analysis found that it is necessary to be accessible to customers through personal contact. The reason is that not all customers have access to the Internet, they are not computer literate, they do not trust digital communication and it does not meet all customer requirements. Some of the disadvantages of using digital technology mentioned by the respondents are that the answers are long overdue and standard, forms and requirements are too complicated, customers are afraid to enter personal data into the system, etc. Therefore, a large number of customers using certain internet tools, regardless of the countless advantages still prefer to come to the counters where they get first-hand information through personal contact.