Real-time outage updates transform critical moments

CLIENT: Leading utility provider

USE CASE: Outage management, utilizing EONS

THE CHALLENGE

In 2018, when Hurricane Florence hit the Carolinas, a southeastern utility provider urgently needed to reach a portion of their 8 million customer base using their preferred communication channel.

• The year prior, Hurricane Irma hit and the utility company urged customers to immediately contact their customer care centers to report power outages and service disruptions.
• The ensuing and far-reaching impact inundated their call centers with a surge of inbound calls. The rush of customer outreach quickly exceeded the resources on hand to field and support the high volume of requests.
• From analysis, it was found that over 70% of its proactive outage communication program participants preferred receiving SMS communications to email and voice.