In late 2022, a large utility in the Southern US that serves three million customers identified four key parts of the outage communications process to streamline that would significantly improve the customer experience. The utility struggled to send timely ad hoc messaging to affected customers for urgent outage communications. Outdated and manual processes were causing delays that sometimes resulted in a complete failure to communicate within the necessary timeframe. These delays eroded customer trust and reflected negatively on the brand. They needed to make outage restoration messaging improvements to enable them to offer consistent, reliable communications to their customers.
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