April 15th, 2015

East Coast Utility Expands Communications, Improves Customer Satisfaction

East Coast Utility Expands Communications, Improves Customer Satisfaction

In 2011, Hurricane Irene swept up the East Coast of the United States, causing power outages for millions of people, including over 920,000 customers at one large utility in the region. The next year, Hurricane Sandy brought even more devastation, leaving more than 2.47 million customers without power at its peak.

Nearly 70% of the Utility’s customers who lost power due to Hurricane Sandy in 2012 used a smartphone or cell phone to contact the company and obtain outage information, according to a J.D. Power & Associates study. To enhance customer service and accommodate those customers looking for information using mobile devices, the Utility began a campaign to expand its outage communication channels, with the goal of providing customers with more timely, accurate, and easy-to-use outage information.

Please complete the form below to download the case study.

East Coast Utility Expands Communications, Improves Customer Satisfaction

In 2011, Hurricane Irene swept up the East Coast of the United States, causing power outages for millions of people, including over 920,000 customers at one large utility in the region. The next year, Hurricane Sandy brought even more devastation, leaving more than 2.47 million customers without power at its peak.

Nearly 70% of the Utility’s customers who lost power due to Hurricane Sandy in 2012 used a smartphone or cell phone to contact the company and obtain outage information, according to a J.D. Power & Associates study. To enhance customer service and accommodate those customers looking for information using mobile devices, the Utility began a campaign to expand its outage communication channels, with the goal of providing customers with more timely, accurate, and easy-to-use outage information.

Please complete the form below to download the case study.

 

Click here or on the image below to download a PDF copy of the case study.

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