How utilities can personalize customer communications during outages with ConveyIQ

An outage may be the same operational event for a utility, but it is not the same experience for every customer. One customer may need a simple outage notification. Another may need more frequent updates because their situation is changing. A third may require a different type of communication altogether.

Today’s utility customers expect communications that are timely, relevant and personalized. At the same time, utilities are navigating increasingly complex communication and compliance requirements. That means simply sending the same outage message to everyone is no longer enough.

One outage can create multiple customer communication journeys

ConveyIQ, the engagement operating system for utilities and regulated industries, helps utilities turn operational signals into intelligent customer conversations.

It sits above systems like billing, outage management and CIS, connecting the information utilities already have with the communications customers receive.

The result is an engagement experience that can respond to what is happening in the moment.

In our latest one-minute video, we follow three customers experiencing the same outage with the same utility. While the outage is one event, each customer’s journey can be different.

The outage begins

At 2:14 PM, ConveyIQ begins monitoring all three customers from the first signal.

Rather than treating every customer the same, ConveyIQ can follow the information coming from the utility’s operational systems and understand how that information relates to each customer.

The communication adapts

At 2:17 PM, ConveyIQ listens to those signals and personalizes the outage communications.

This is where the customer journey becomes more than a series of notifications.

The right message can be delivered based on what is happening, helping customers receive information that is relevant to their situation instead of adding to communication noise.

The journey continues through restoration

When the outage is restored, ConveyIQ continues the journey.

At 5:05, a final restoration message is sent to each customer, bringing their individual outage experience to a close.

The operational event may have been the same, but the communication along the way can reflect each customer’s needs.

From operational signals to customer conversations

This is the difference between a messaging platform and an engagement operating system.

Utilities already have valuable information flowing through outage, billing and customer information systems. ConveyIQ connects those signals to customer engagement, helping utilities move from simply broadcasting information to creating more responsive, personalized conversations.

That matters during outages, when customers are looking for answers and utilities need to communicate quickly and accurately.

The goal isn’t simply to send more messages. It is to make each communication more meaningful.

One outage. Three customers. Three journeys.

Frequently asked questions

What is ConveyIQ?

ConveyIQ is the engagement operating system for utilities and regulated industries. It sits above existing billing, outage and CIS systems to connect operational signals with intelligent customer conversations.

How does ConveyIQ personalize outage communications?

ConveyIQ monitors operational signals and uses them to inform customer communications. This allows messages to reflect what is happening and the needs of individual customers rather than relying on a single message for everyone.

Why do utilities need personalized outage communications?

Customers experience outages differently and may have different information needs. Personalized communications can provide more relevant updates throughout the outage and restoration experience.

Does ConveyIQ replace a utility’s existing systems?

ConveyIQ is designed to sit above existing billing, outage and CIS systems. It connects the information those systems generate with customer engagement rather than requiring utilities to replace their core operational systems.

Can the same outage result in different customer journeys?

Yes. The operational event may be the same, but customer communications can adapt based on the information available and each customer’s situation.

How does this approach help utilities?

By connecting operational signals with engagement, utilities can create more responsive customer experiences while making better use of the systems and information they already have.