Real-time substation visibility starts with Convey

During a busy outage season, a leading utility company found its field crews spending too much time navigating an inefficient check-in and check-out process at substations.

The process created frustration for crews and management alike. Locations were not always up to date, making it harder for the control center to know where crews were working. As a result, restoration times could become inaccurate when crews were not where they were expected to be.

The utility needed a simpler way to manage crew presence while giving its control center real-time visibility into field operations.

A better way to track crews in the field

For utility crews working across substations, checking in and out is an important part of maintaining visibility and safety. But when that process depends on inefficient manual steps, it can create unnecessary work for both field teams and control center staff.

The utility implemented Convey’s intelligent, two-way SMS solution, designed specifically to help utility operators monitor and manage field crew presence at substations.

By moving the check-in and check-out process to SMS, crews could communicate their location more easily while the control center gained a clearer view of who was on site.

Reducing control center workload

The impact was immediate. With Convey, the utility reduced control call center volume by 80%, allowing staff to spend less time managing crew check-ins and more time focused on restoration and other critical operations.

For crews, the simplified process reduced the burden of manual check-ins. For management, it created better visibility into field activity without adding another complicated process for employees to navigate.

Real-time visibility for greater field safety

Knowing where crews are located is about more than operational efficiency. It can also play an important role in field safety.

Automated reminders and supervisor alerts helped ensure crews were not left unchecked, including in remote areas where cell coverage could be limited.

At the same time, the control center gained real-time visibility into on-site crews through a UI dashboard, giving operators a clearer picture of field activity across substations.

With better information about where crews were working, teams could manage field operations with greater transparency.

From manual processes to streamlined field operations

The utility also needed a solution that could be implemented without creating a lengthy or complicated deployment process.

Convey’s cloud-based solution was scalable and quick to deploy. Following training, crews were checking in via SMS in just two weeks.

That rapid adoption helped the utility move away from a burdensome manual process without requiring crews to learn a complicated new system.

Safety, transparency, and efficiency at every substation with Convey

By simplifying the check-in and check-out process, the utility created a more streamlined experience for crews, the control call center and management.

The results included:

• 80% reduction in control call center volume, freeing staff to focus on restoration and other critical operations
• Enhanced field safety through automated reminders and supervisor alerts
• Real-time crew visibility through the control center dashboard
• Faster implementation, with crews checking in via SMS just two weeks after training
• Greater operational transparency through automated dashboards and real-time information

The result was a simpler process for crews, less administrative burden for the control center and better visibility for management.

For utilities managing field crews during demanding outage seasons, knowing where crews are and when they are on site can make a meaningful difference. With a streamlined SMS-based process and real-time visibility, teams can spend less time managing check-ins and more time focused on restoring service.

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Frequently asked questions about Convey’s substation visibility solution

What challenge was the utility facing?

The utility’s crews were using an inefficient check-in and check-out process at substations. Locations were not always up to date, creating frustration for crews and management and contributing to inaccurate restoration times.

How did the utility improve crew check-ins with Convey?

The utility implemented Convey’s intelligent, two-way SMS solution, allowing crews to check in and out via text messaging.

How much did control call center volume decrease with Convey?

The utility reduced control call center volume by 80%, allowing staff to focus more on restoration and other critical operations.

How did Convey’s solution support field safety?

Automated reminders and supervisor alerts helped prevent crews from being left unchecked. The control center also gained real-time visibility into on-site crews through a UI dashboard.

How quickly did crews adopt the new process?

Following training, crews were checking in via SMS in just two weeks.

What was the overall impact after the utility partnered with Convey?

The utility streamlined the check-in and check-out process, reduced manual work, improved real-time visibility and enhanced crew safety while easing the burden on field crews, the control center and management.