February 23, 2017
Eversource Launches Proactive Outage Alerts
Eversource recently published a press release about the new implementation, in which Penni Conner, Chief Customer Officer and Senior Vice President of Eversource, spoke about the convenience of the new alerts:
“We live in the information age, with everyone balancing busy lives. We’re excited to offer the ability to choose the method of communication that’s most convenient and effective for each individual customer. Our new options will help ensure customers receive on-the-go updates with timely information about outages in their community.”
With this launch, outage alerts are now available via automated text, email, and phone call, depending on customer preference. Customers are able to easily log in to their account through the My Accounts portal and adjust their preferences to what works best with their lifestyle. Alerts include estimated time of restoration, updates from restoration crews, outage causes, and more.
In addition to offering automated text and email alerts that are highly scalable, Eversource implemented a high-capacity voice channel to better reach customers who prefer calls. With the new system, Eversource has the ability to increase the capacity of its voice channel by 66% prior to a storm or planned outage event.
In order to ensure all customers are being properly informed, all 3.1 million Eversource electricity customers were pre-enrolled in alerts. For those customers who previously opted to receive a text or email instead of a phone call, that preference was transferred to the new alerts system, so customers don’t need to re-enroll or adjust their settings.
In order to manage the alerts sent out, system conditions were built into the product that use unique templates and business rules for delivering messages to the customers depending on current conditions — classified as Blue, Gray, and Storm conditions. To alert them to the changing conditions, Eversource customers will also receive a special courtesy alert when the system moves from Blue to Gray or from Blue to Storm.
After an outage has occurred, Eversource customers now have the ability to re-report an outage as part of the restoration call workflow. Customers will be alerted that Eversource has restored power to their area, and will then have the option to respond if they are still out of power. If the customer notes that they are still out of power, the outage is automatically reported back to Eversource as a new outage ticket.
All of these new features are part of Eversource’s commitment to delivering customers fast, comprehensive updates with actionable information. Stay tuned for more updates as Eversource works to improve customer service and communications to its customers.
Eversource (NYSE: ES) transmits and delivers electricity and natural gas for approximately 3.7 million electric and natural gas customers in Connecticut, Massachusetts and New Hampshire. Eversource harnesses the commitment of its approximately 8,000 employees across three states to build a single, united company around the mission of delivering reliable energy and superior customer service. For more information, please visit the Eversource website at www.eversource.com.