When the lights go out, customers don’t just want power restored, they want information. Whether it’s a major storm, a vehicle accident that takes down a pole, or a planned outage for maintenance, timely and accurate communication is one of the most effective ways utilities can reduce frustration, improve trust, and strengthen customer loyalty.
The DataVoice Outage Management System(OMS) plays a critical role in making that communication possible.
One System, Many Ways to Communicate
The DataVoice OMS is more than an internal operational tool. It’s the hub that enables utilities to keep customers informed across the channels they already use and prefer. With OMS-driven automations, utilities can deliver outage notifications and updates via:
- Text messages
- Push notifications
- Automated phone calls
These communications can be triggered automatically based on outage status- when an outage is detected, when crews are dispatched, when estimated restoration times change, and when service is restored. This ensures customers receive consistent, real-time updates without requiring staff to manually send messages during already stressful situations.
Planned outages benefit just as much. Advance notifications, reminders, and follow-up messages help customers prepare, reduce inbound call volume, and demonstrate that the utility values transparency and proactive service.
Extending Communication Beyond Traditional Channels
The same outage data used for direct customer notifications can also support public-facing updates, including social media posts and website messaging. By pulling accurate, up-to-date information from the OMS, utilities can ensure that what customers see on social platforms matches what’s happening in the field.
This consistency is critical during high-visibility events like storms or widespread outages, where misinformation can spread quickly and erode trust.
A Real-World Example: Turning Transparency into Trust
One utility experienced first hand how OMS data, combined with field mobility and social media, can humanize outage response and build goodwill.
During a severe ice storm in Texas a few years ago, field service personnel were working long hours under extremely harsh conditions. Using their mobile devices, linemen are able to take photos in the field and attach them directly to outage records in the OMS, giving operations staff real-time visual insight into conditions on the ground.
In one instance, a lineman attempted to take a photo of damaged lines but accidentally had his camera set to face himself. The resulting image showed him bundled up, icicles hanging from his beard as he worked in freezing weather.
Instead of discarding the photo, the utility’s social media team shared it, along with a simple message about their crews working tirelessly to restore power no matter the conditions. The post quickly went viral.
Customers responded with gratitude, encouragement, and appreciation for the people behind the scenes. What could have been just another difficult outage became a powerful moment of connection, one that reinforced trust, empathy, and loyalty.
Why OMS-Driven Communication Matters
This story highlights a broader truth: customers are far more understanding when they feel informed and connected. An OMS enables utilities to:
- Provide timely, accurate updates across multiple channels
- Reduce call center volume during outages
- Show transparency during challenging events
- Humanize field crews and operations
- Build long-term customer trust and goodwill
Outages are inevitable. Confusion and silence don’t have to be.
By using OMS data not only to manage outages, but also to communicate clearly and consistently, utilities can turn even the toughest situations into opportunities to strengthen customer relationships.
In the moments when customers are most impacted, how you communicate matters just as much as how quickly you restore power, and DataVoice’s OMS makes both possible.
