Utility customers not only crave solutions for more reliable communication, but desperately need them. So when Hurricane Matthew tracked across Florida, a major utility partnered with West to provide the instant peace-of-mind their customers sought. Determined to keep customers in-the-know throughout Matthew’s entire lifecycle, they employed a number of communication strategies to ensure every customer’s voice was heard. When all was said and done, they successfully automated around 34,000 inbound calls, placed 2.3 million proactive outbound calls and saved $1 million along the way.
In addition to delivering strategically placed outbound voice messages to inform and prepare customers before their areas were impacted, they leaned on a High-Volume Call Answering (HVCA) system to cut through excessive call volume and avoid busy signals when calls were inevitable.
During disasters like Matthew, customers have little patience for service interruption or busy signals. When the power goes out, customers want to be able to call and trust that their concerns will be addressed promptly. This utility’s story is a testament to how leveraging the right blend of communications can help customers thrive during outage situations. But the right communication tools must be guided by thoughtful strategy.