Customer Notifications
When it comes to providing superior customer service, transparency is important.
Notifying customers about important events in the network, like planned and unplanned outages, lets them organize their day better, keeps them posted on the planned estimated time of restoration (ETOR), and improves customer satisfaction. In addition, keeping customers informed proactively about outages reduces incoming calls to the customer service center and alleviates the burden on customer service representatives. With two-way notification, customers can notify the utility about outages, helping in resolving confirmed outages faster.
SurvalentONE Customer Notifications is an optional OMS application that enables utilities to send and receive text message alerts to and from customers. Utilities can send outage alerts to their affected customers’ mobile phones via text message directly through the OMS, while customers are empowered to report outages by simply texting the command word “OUT” to a specified phone number.
This capability improves communication, transparency, and customer satisfaction while reducing utilities’ response time and inbound call volume during outages.
