Why Are Proactive Outbound Communications Important?

  

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Utilities operate not only as a business, but also as a public trust. Maintaining that trust depends on the ability to offer customers safe, reliable service as well as timely information.

Your customers place their confidence in you to keep them informed if a situation requires their awareness or their cooperation. Proactive customer communication is a key and a reliable outbound notification system gives you the confidence and peace of mind to quickly communicate critical customer information. Customers are more satisfied when their utility actively communicates with them.

Here are just a few of the ways that proactive outbound communications can improve customer satisfaction:

Outage Notifications

• Unexpected outage apology and explanation
• Planned outages
• Rolling blackouts
• Restoration verification
• Critical care customer calls

AMI Messages

• Current smart meter / smart grid project status update (e.g., regulatory hearing status and where to go for more information)
• Meter replacement schedule
• Meter replacement confirmation
• 60 - 90 day follow-up

Service Messages

• Tree trimming
• Meter reading
• Vegetation management
• Conservation program information
• Curtailment requests

Billing Messages

• Payment reminders
• Collections
• Billing errors
• Seasonal rate changes
• Payment assistance program information

In addition to customer interactions, an outbound notification system can have a positive impact on internal stakeholders.

Internal Communications

• Staffing and workforce management
• Business continuity
• Employee accountability
• Human Resources policy changes
• Employee meting reminders

Exceed your customers' expectations with a proactive outbound communication plan.

Learn more about TFCC Alert, the solution to proactive outbound customer communications.