Two-way Text Alerts Improve Outage and Alarm Response, Transparency, and Customer Engagement
BRAMPTON, Ont. and SAN JUAN CAPISTRANO, Calif., December 15, 2020 – Survalent, the most trusted provider of advanced distribution management system (ADMS) software, and TextPower, Inc., a leading provider of scalable text messaging (SMS) technology solutions, are pleased to announce their partnership to integrate TextPower’s text message alert capabilities into the SurvalentONE ADMS platform. This partnership enables utilities across the globe to send and, in most cases, receive text message alerts to and from key stakeholders, including offsite operators, field workers, and customers through an API integration with SurvalentONE Outage Management System (OMS) and Remote Alarm Annunciation (RAA). This capability improves communications, collaboration, and customer engagement while reducing utilities’ response time and inbound call volume during outages.
TextPower’s two-way outage alerts trigger automated processes in SurvalentONE OMS. Utilities can send outage alerts or requested callbacks via text message to their affected customers’ mobile phones directly through the OMS, while customers are empowered to trigger outage alerts in the OMS by simply texting the command word “OUT” to a specified phone number. The two-way outage alert feature allows text messages to be sent, received, and replied to directly from the OMS.
The combined solution increases customer satisfaction by notifying them instantly and increases operational efficiency by focusing staff on addressing the outage quickly. TextPower reports that call volume for some utilities has dropped by as much as 95%, while truck rolls are reduced for field personnel, reducing overtime and freeing staff to work on critical response efforts. The combination of two-way outage alerts and OMS is a significant improvement on the traditional approach in which customers may be placed on lengthy holds while utility staff try to manage customer expectations and address the outage.
Mark Nielsen, Executive Chairman of TextPower, is looking forward to the growth of the partnership between TextPower and Survalent. “Our technologies working together will further improve communications and customer engagement while reducing a utility’s response time and inbound call volume during outages.”
Nielsen explains why text messaging is quickly becoming the preferred method of customer communications for utilities. “95% of text messages are read within three minutes, which makes SMS the most efficient and cost-effective method for utilities to send and receive critical alerts and updates pertaining to their customers’ service account.” He adds, “Moreover, we’re getting reports from the utilities we serve that over 96% of utility customers prefer to receive text messages.”
Survalent has also integrated with TextPower for its Remote Alarm Annunciation application to forward alarms to authorized recipients during specified time periods. On-call operators and other key utility stakeholders will be notified of network issues so that they can take action to correct problems before they develop into more serious situations. Message recipients will be able to remotely acknowledge alarms via text.
“We’re excited to add TextPower’s text messaging capabilities to the SurvalentONE platform,” says Young Ngo, Chief Technology Officer of Survalent. “Survalent is committed to continually enhancing our industry-leading ADMS platform with innovative capabilities and automation. We are confident that our partnership with TextPower will help our utility customers keep all stakeholders informed of important events in their network and deliver the transparency their customers expect.”
About TextPower, Inc.
TextPower, Inc. is the leading provider of real-time communication solutions to a variety of industries worldwide using text messaging (SMS), allowing clients to alert, respond to, and connect with their customers. The company’s software and two-way text messaging services help companies enhance their revenues, decrease costs and improve customer service. TextPower’s mission-critical infrastructure employs geo-redundancy for the industry’s highest reliability, providing delivery to virtually every cell phone in the United States and connections to most recognized wireless operators around the world. To learn more, visit www.textpower.com.
Survalent is the most trusted provider from SCADA to ADMS for electric, transit, gas and water/wastewater utilities across the globe. Over 650 utilities in 40 countries rely on the SurvalentONE platform to effectively operate, monitor, analyze, restore, and optimize operations. By supporting critical utility operations with a fully integrated solution, our customers have significantly improved operational efficiencies, customer satisfaction, and network reliability. Our unwavering commitment to excellence and to our customers has been the key to our success for over 60 years. To learn more, visit us at www.survalent.com. Follow us on Twitter @Survalent and LinkedIn.