Utilities and regulated industries are operating in
Read More
When customers think about utility communications, they often think of monthly bills, outage notifications, or payment reminders. While these scheduled communications are critical, some of the most impactful customer interactions happen when utilities need to communicate unexpectedly.
Ad hoc messaging allows utilities to quickly reach customers with timely, relevant information in response to changing conditions. Whether it is a severe storm, planned maintenance, a water quality issue, or a sudden increase in energy demand, these communications help utilities provide clarity when customers need it most.
As customer expectations continue to rise, proactive, event-driven messaging has become an essential part of delivering a modern utility experience.
Ad hoc messages are communications that are sent in response to a specific event rather than on a recurring schedule. They provide customers with information that is timely, actionable, and often critical to public safety or service reliability.
Unlike automated billing reminders or recurring payment notifications, ad hoc messages are created and distributed as situations develop. Utilities can quickly target affected customers and deliver updates across SMS, email, voice, mobile wallet, RCS, or other communication channels.
The goal is simple: give customers the information they need before they have to ask for it.
Unexpected events often lead to uncertainty. Without timely communication, customers are left searching for answers, contacting customer service, or relying on unofficial sources for information.
Proactive messaging helps utilities stay ahead of customer questions while creating a more transparent customer experience.
Benefits include:
For many utilities, effective communication is just as important as restoring service.
Utilities face situations every day that require immediate communication. Having the ability to quickly create and send messages can significantly improve both customer experience and operational efficiency.
Power outages, water main breaks, and gas service interruptions can happen without warning. Customers want immediate confirmation that the utility is aware of the issue, along with updates on restoration progress and estimated restoration times.
Keeping customers informed throughout the event reduces frustration and minimizes unnecessary calls to customer service.
Read about how one utility transformed their outage communication strategy with Convey.
Storms, high winds, flooding, extreme heat, ice storms, and winter weather all have the potential to impact utility operations.
Utilities can use ad hoc messaging to help customers prepare before the event, provide updates during the event, and communicate restoration progress afterward.
Examples include:
As wildfire seasons become longer and more severe, Public Safety Power Shutoffs have become increasingly common in some regions.
These planned outages are designed to reduce wildfire risk, but they require clear communication before, during, and after the event.
Utilities should communicate:
Providing consistent updates helps customers prepare and reduces uncertainty throughout the event.
Not every service interruption is unexpected.
Utilities regularly perform maintenance, replace aging infrastructure, trim trees near power lines, and complete system upgrades. Customers appreciate knowing when work may affect their service.
Common notifications include:
These messages help customers plan ahead while reducing confusion on the day of service.
Weather events and seasonal changes can significantly affect customer energy usage.
Rather than waiting until a customer receives an unexpectedly high bill, utilities can proactively notify customers about increased consumption, projected costs, and personalized recommendations to help reduce future bills.
These communications improve transparency while giving customers the opportunity to make informed decisions before their next billing cycle.
Learn about Convey’s high bill alerts solution
During periods of high demand, utilities often ask customers to reduce electricity or water usage.
Timely notifications can encourage participation by providing simple actions customers can take immediately.
These campaigns may include:
When customers understand why conservation is important and how they can help, participation rates often improve.
Read about how California utilities avoided rolling blackouts with Convey
Customers appreciate knowing exactly when technicians will arrive or if an appointment changes.
Ad hoc messaging can keep customers informed throughout the service process by providing:
These updates create a more convenient customer experience while reducing missed appointments.
Not every billing event follows a predictable schedule.
Utilities may need to notify customers about:
Quick communication helps prevent confusion while maintaining customer confidence.
Not every message requires the same level of urgency. Successful utilities tailor communications based on the event and the audience.
Some best practices include:
The faster utilities can create, approve, and distribute messages, the better prepared they are to respond when unexpected events occur.
Customer expectations continue to evolve. They expect the same speed, transparency, and convenience from their utility that they receive from banks, retailers, and healthcare providers.
Ad hoc messaging allows utilities to meet those expectations while improving operational efficiency and strengthening customer relationships.
Whether communicating during a severe storm, notifying customers about planned maintenance, sharing conservation requests, or providing personalized high bill alerts, proactive communication helps utilities build trust with every interaction.
Utilities that invest in flexible, omnichannel communication platforms are better equipped to respond quickly, keep customers informed, and deliver exceptional service no matter what the day brings.
Schedule time with an engagement expert with Convey to discuss your utility’s needs.
An ad hoc message is an event-driven communication sent in response to an unexpected or changing situation. Examples include outage notifications, severe weather updates, planned maintenance alerts, and emergency safety messages.
They provide timely information that helps customers make informed decisions, improves transparency, reduces inbound call volume, and supports public safety during critical events.
The most effective approach is an omnichannel strategy that includes SMS, email, voice calls, RCS, mobile wallet notifications, and push notifications so customers receive information through their preferred communication channel.
Providing proactive outage notifications, estimated restoration times, and regular progress updates answers many of the questions customers would otherwise call about, helping reduce pressure on customer service teams.
Utilities commonly send ad hoc messages for power outages, severe weather, planned maintenance, Public Safety Power Shutoffs, water quality advisories, conservation requests, billing issues, field service appointments, and community emergency notifications.
Read other insights and news from the Convey team.
Convey is proud to announce that we have received two honors in the 2026 Stevie® Awards for Technology Excellence. ConveyIQ…
For many community utilities, customer communication is still largely reactive. A member or customer notices a higher-than-expected bill, experiences an…
Across much of the United States, utilities are once again facing one of their greatest seasonal challenges: extreme heat. Record-breaking…
