In today’s technology-driven culture, service providers must adopt advanced customer engagement tools that provide up-to-the-minute outage information via connected devices. These innovations not only keep customers informed and happy but also streamline utility operations by reducing incoming call volumes.
Here at DataVoice, we offer unique next-generation products that address this growing need, along with traditional IVR-based solutions that make handling customer calls easier.
Website Outage Reporting and Maps
DataVoice’s Customer Facing Outage Application allows customers and members to view real-time outage information via Google maps. With the map display, the utility has the option of using substation and feeder boundaries to display a general location of the outages, device marker, or circular icons to show the true location of the device failure. When displaying the outage via a device marker, the utility can select the level of detail they would like the consumer to see.
From this application, members can also report outages and view the
current outage status for their location. To report an outage, the user simply enters their account, phone or meter number and system will immediately create the outage in the OMS. Any known information about the outage such as the
cause or estimated restore time is displayed for the customer, and allows them
to request an email, text message or phone call when power is restored.
The application is provided as a link from the utility’s corporate website, and
can be downloaded as a web app for instant access to outage information.
Text Messaging Portal
The DataVoice text messaging portal allows users to enroll for text-message communications services. Customers can receive notifications for planned and unexpected outages, restoration updates and more.
With the text messaging portal, utilities can configure branded sign-up pages for customers and take advantage of an instantaneous enrollment system.
Facilitate easy-to-send notifications
Customers can configure custom locations during enrollment. Consequently, when outages occur that may affect their service location, they receive proactive notifications identifying the cause and the possible restore time. Customers can also report service interruptions by texting #OUTAGE and a corresponding location
Send immediate updates
After receiving one or more outage texts, utilities can reply with estimated
restoration times or other custom messages. Once an outage is resolved, they can text back confirmation of the fix.
Track Enrollment
System administrators can track weekly, monthly and yearly enrollment numbers to assess service usage.
SmartCE Mobile Application
With the SmartCE mobile application customers can access account information, make payments and report outages on the go via Android and Apple devices.
Keep customers informed
You can reduce inbound call volumes by sending push notifications to SmartCE users. The application sends automatic alerts for:
- Outages
- Estimated service restoration times
- Completed restoration
- Delinquent payments
- Prepay notifications
Provide outage statuses
Customers with SmartCE can access outage information at anytime including:
- Mapped outages
- Outage details
- Service statuses
- Notification histories
Stay on top of billing
With SmartCE, customers can check account balances and pay utility bills.
Disperse new information
Utility managers can reach out to application users directly with the management console, a back-end module that allows administrators to configure and send out custom notifications.