How proactive communication reduced call center volume by 57% during public safety power shutoffs
When a public safety power shutoff (PSPS) is declared, utilities have a narrow window to communicate critical information to customers….
A leading utility in California serves over 15 million customers across 50,000 square miles, many living in wildfire-prone areas. As climate-driven disasters intensified, so did the expectations of utility customers seeking real-time, reliable updates via SMS, voice, email, or connected devices. Yet their outdated, homegrown outage communication system struggled to deliver in the moments that mattered most.
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