Five proactive messages every community utility should be sending

For many community utilities, customer communication is still largely reactive. A member or customer notices a higher-than-expected bill, experiences an unexpected outage, or wonders when a technician will arrive. They call the utility looking for answers, increasing pressure on customer service teams and creating unnecessary frustration.

Today’s customers expect more. Research from J.D. Power shows that proactive, timely communication is closely tied to higher utility customer satisfaction, while McKinsey & Company has found that utilities that invest in customer experience can reduce service costs while strengthening customer trust. ^{1, 2}

At the same time, utilities need the flexibility to communicate when plans change, weather impacts operations, or emergencies arise.

That’s why the most effective communication strategies combine automated customer journeys with the ability to send ad hoc messages whenever circumstances demand. Together, they help utilities keep customers informed, reduce inbound calls, and build lasting trust.

Here are five proactive messages every community utility should be sending.

1. High bill alerts

Few interactions are more frustrating for members than bill shock.

By notifying customers before a bill arrives, utilities can help explain unexpected increases, encourage conservation, and connect customers with payment assistance or energy-saving resources before concerns escalate.

That matters because many customers struggle to understand sudden bill changes. A recent survey found that 22% of Americans say they don’t even know what they’re paying for on their power bill, highlighting the need for clearer, more proactive communication.³

The benefits include:

• Fewer billing-related calls
• Increased customer satisfaction
• Improved payment outcomes
• Greater transparency

Utilities using personalized billing insights have also seen measurable operational benefits, including reduced billing-related call volume and improved customer satisfaction scores.

But not every billing event follows a predictable pattern. Extreme temperatures, billing delays, or unexpected usage spikes may require additional communication. With ad hoc messaging, utilities can quickly send targeted updates explaining what customers may experience and where to find support.

Instead of waiting for questions, utilities stay ahead of them.

2. Planned outage notifications

Planned maintenance is essential to maintaining a reliable system, but it shouldn’t come as a surprise to customers.

Advance notifications help residents and businesses prepare by:

• Adjusting schedules
• Protecting sensitive equipment
• Planning around service interruptions

Customers appreciate knowing what to expect, even when the news isn’t ideal.

Plans, however, don’t always go according to schedule. Maintenance windows may shift because of weather, changing field conditions, or operational priorities. Ad hoc messaging gives utilities the flexibility to quickly notify affected customers about schedule changes, cancellations, or expanded work areas without creating confusion.

Clear communication before, during, and after planned work helps maintain customer confidence.

Learn how City Utilities of Springfield transformed their communications with Convey in our recent case study.

3. Payment reminders

Many late payments aren’t intentional. Customers are busy, and due dates can easily be overlooked.

Friendly payment reminders sent before the due date help customers stay on track while reducing delinquent accounts and the need for more costly collections activity.

These reminders can also include convenient payment options, links to customer portals, or information about assistance programs.

When unexpected circumstances arise, such as payment processing delays, office closures, or changes to billing schedules, ad hoc messages ensure customers receive timely updates. Rather than leaving customers guessing, utilities can proactively explain the situation and provide next steps.

Keeping customers informed helps preserve trust while reducing unnecessary calls.

One utility customer was able to drive $16.5 million in utility payments with simple, targeted payment reminders with Convey.

4. Service appointment reminders

Whether installing new service, replacing equipment, or completing routine field work, appointment reminders help customers prepare and reduce missed visits.

Sending reminders before an appointment allows customers to:

• Confirm arrival windows
• Prepare their property
• Reschedule if needed

This leads to greater operational efficiency and fewer repeat truck rolls.

Field work, however, is often subject to changing conditions. Crews may encounter emergencies, weather delays, or longer-than-expected service appointments. Ad hoc messaging allows utilities to notify customers immediately if arrival times change, reducing frustration and avoiding unnecessary phone calls.

Even a brief update can significantly improve the customer experience.

5. Restoration updates

During outages, customers want one thing above all else: information.

Providing regular restoration updates reassures customers that work is underway and reduces uncertainty during stressful situations.

Outage communication has become a major driver of customer perception. Utilities that provide frequent, transparent updates during restoration efforts consistently earn higher satisfaction scores than those that communicate less frequently.¹

Proactive restoration messaging can include:

• Confirmation that an outage has been reported
• Crew dispatch notifications
• Estimated restoration times
• Restoration confirmations

Equally important is the ability to communicate when conditions change.

Storms evolve quickly. Estimated restoration times shift. Additional areas may lose service. Crews may discover unexpected damage.

Ad hoc messaging enables utilities to respond in real time, sending updates as new information becomes available. This flexibility helps manage expectations, minimizes rumor and misinformation, and reduces the surge of inbound calls that often accompanies large outage events.

Why proactive and ad hoc communications work better together

Some communications should happen automatically every time. Others require immediate action based on real-world events.

The most effective utilities don’t choose one or the other. They build a communication strategy that combines both.

Automated workflows ensure customers consistently receive important updates throughout their service journey, while ad hoc messaging empowers utility teams to respond quickly to unexpected situations with timely, targeted communications.

Together, they create a better experience for customers while helping utilities operate more efficiently.

Make proactive communication easier with Convey Essentials

Community utilities don’t need a large communications staff or complex technology to deliver a modern customer experience.

Convey Essentials provides pre-built communication workflows for the moments that matter most, while also giving utilities the flexibility to send ad hoc messages whenever circumstances change. Whether it’s a high bill alert, a planned outage, a payment reminder, or an unexpected operational update, utilities can reach customers quickly across their preferred communication channels.

By combining proactive customer engagement with responsive ad hoc messaging, community utilities can reduce call volume, improve operational efficiency, and strengthen customer trust, one message at a time.

References

1. J.D. Power. (2025, December 17). 2025 U.S. Electric Utility Residential Customer Satisfaction Study.
2. McKinsey & Company. (2021, October 4). Transforming customer experience in utilities.
3. WOKV. (2025, February 13). Power bill sticker shock? 22% of Americans say they don’t even know what they’re paying for.