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During the recent northeast snow storms, many residents were frustrated with the lack of communication between the utility company and their customers. Many residents were left in the dark for days with no time frame for their power to be restored. Other residents had to find out Halloween festivities were canceled through word-of-mouth. Read the full Energy Central article.
When customers lose power, they want to know what is going on, when the power will be restored, and be assured their electric company is doing everything they can to get the power restored as soon as possible, which is why proactive outbound communications are so important. Before Hurricane Irene hit, one utility sent out over a million proactive outbound calls to their customers, informing them of the current situation and possible shelters available.
The Energy Central article also mentioned that they had difficulty getting out of state crews because they were dealing with their own mess. The town should let residents know they can help crews by keeping trees trimmed around the electrical lines. Proactive outbound communications isn't just for outage notifications. There are many other ways it can be used.
View our video presentation on how utilities are implementing a proactive outbound communication plan that will increase customer satisfaction and offset inbound calls by providing relevant information to the customer before they call the utility.
View this previous post on best practices for messages script design.
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