401: Sending the Right Message: Improving Customer Communications Accuracy During Outage Restoration
Date & Time
Wednesday, December 8, 2021, 1:15 PM - 2:00 PM
David Bess

Outages, especially due to extreme weather events, are just as much a crisis for the customer as they are the utility. Today’s “always connected” customer has zero tolerance for uncertainty and expects useful and timely information to be accurately delivered to the channel of their choice. Failure to do so can result in negative sentiments that lead to brand crisis- even if the operational response was effective.

With only 24% of utility executives feeling “very well prepared” to manage challenges related to extreme weather, this session will spotlight the expanded usage of data assets and technologies best utilized to improve:

  • Timeliness and accuracy of delivering outage notifications
  • Accuracy in estimating time of restoration (ETR) and restoration completion
  • Single “voice” communication that synchronizes channel updates and ensures consistency in timing and delivery
  • Overall customer sentiments and satisfaction
Session Type
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