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August 22, 2017

Case Study: National Grid Upgrades Customer Communications

National Grid recently improved their customer communications solutions by upgrading both their Storm Center™ outage map and StormText™ KUBRA solutions.

The upgrades were launched with the goal of providing customers with more outage information, increasing the number of users for both solutions, and improving customer satisfaction. The outage map implementation included an upgrade to the newest version of Storm Center, plus a unique custom layers feature, allowing National Grid to place ad hoc icons on the map. The upgraded StormText feature gave customers outage summary information via two-way text messaging, which is especially helpful if users lose access to wired internet during a storm.

This case study reviews the implementation of both upgrades plus how they were instrumental during a round of winter storms that caused power outages for 180,000 customers in National Grid’s service territory.

To read the whole case study, click here.