Today, customers have been trained to expect direct and instant access to information from their service providers. For power utilities, that means sharing up-to-the-minute information about current outages, estimated time of restoration, and planned maintenance so customers don’t have to go through the time and hassle of making a call.
For this, utilities need a portal that is integrated with their outage management system (OMS). The portal should automatically update customers without manual intervention, and be customizable enough to allow the utility to determine the information they wish to share.
The SurvalentONE Customer Outage Portal increases customer satisfaction by providing them transparent access to outage data. Through the portal website, customers can view the location of existing outage cases or report undetected outages to the utility.
Through integration with SurvalentONE OMS, utilities can automatically share information about ongoing outages, estimated time of restoration, number of customers that are out, the cause, whether it’s a verified or planned case, and more based on preselected criteria. Upcoming planned outages can also be posted to the portal to help affected customers plan accordingly. This proactive information sharing has the added benefit of increasing the efficiency of call centers, by easing strain on customer service representatives.