September 11, 2017
KUBRA Partners with Eversource to Keep Customers Informed With Two-Way Text Messaging
Tempe, Arizona (September 11, 2017) — KUBRA, the leading provider of customer experience management solutions, has partnered with Eversource Energy to expand the information provided to customers about outages. In July, Eversource launched updates to its KUBRA Notifi Alerts and Preference Management system. The updates further enhance communications between Eversource and its customers by adding two-way SMS text messaging and proactive communications about planned outages to its state-of-the-art customer communications system.
The addition of Notifi two-way text messaging means that Eversource customers can now report outages without calling into the Eversource call center. To register, users can simply text “REG” to the Eversource shortcode, though the Preference Center is still available for customers who prefer to register online. Once registered, customers can text “OUT” to report an outage to their account, or “STAT” to receive up-to-date status information about outages affecting their account. With this added functionality, over three million Eversource customers now have the option to report their outages via text message.
In addition to the added text message functionality, registered Eversource customers will now receive information about planned outages affecting their accounts. Prior to the rollout, customers received limited communications regarding planned outages happening in their area. Now, customers will receive real-time outage information about new, updated, and restored planned outages affecting their accounts according to their preferred communication channel: email, voice, or text message.
In order to provide the highest level of customer service, Eversource has pre-enrolled its entire customer base into outage alerts, according to their communication preferences, if known. This ensures that customers will remain informed of any planned or unplanned outages to their accounts. In accordance with the new TCPA ruling, customers who did not previously enroll themselves in the alerts program will still receive alerts about information related to outages or changes in their account.
KUBRA provides customer experience management solutions to some of the largest utility and government entities across North America. Our portfolio of meter-to-cash and outage communication solutions includes billing and payment, mapping, mobile apps and proactive communications solutions for customers. With more than one billion customer experiences annually, KUBRA services reach over 40% of U.S. households. KUBRA is an operating subsidiary of the Hearst Corporation. Visit http://www.kubra.com for more information.