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At the 2009 CS Week Conference, Al Osterling, General Supervisor of Project Development at Pepco discussed what TFCC's Mutual Assistance Routing System, or MARS, means to utilities.
MARS makes it possible for utilities to help each other with the customer service aspects of outage management.
When needed, "requesting utilities" call upon "responding utilities" to answer a designated number of calls. Responding customer service reps log into a web interface and talk directly with the requesting utility's customers, not only collecting outage information, but also providing restoration times. MARS automatically generates outage tickets, which are sent to the requesting utility's outage management system.
Hear a MARS client discuss the benefits.
Al Osterling, Senior Project Manager at PEPCO, Speaks About MARS
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