London Hydro Uses Outage Management System to Improve Customer Service

Needing to keep dispatchers focused on power restoration efforts during utility outages, London Hydro implemented Hexagon’s outage management and interactive voice response solutions to reduce dispatch call volumes, streamline customer communications and improve customer satisfaction.

The Challenge
London Hydro provides utility service to 150,000 electricity customers and 100,000 water customers in London, Ontario, Canada. During an outage event, large call volumes affected dispatchers’ ability to efficiently resolve power outages with field crews. Large call volume also resulted in the utility provider’s customers receiving busy signals when trying to access outage information or failing to reach a representative at all.

To enhance its customer service experience during large outage events, London Hydro needed an outage management solution that would streamline customer communications and allow dispatchers to focus on managing field crews to restore power.

The Solution
London Hydro selected Hexagon Safety & Infrastructure’s InService Outage Management System (OMS) to improve dispatch operations during outages. To further enhance customer service, especially during off-peak hours, London Hydro integrated OMS with an interactive voice response (IVR) system.

The solution has helped the dispatching center streamline operations and obtain more insight regarding customers and outages. London Hydro can send automated push notifications via text messages and social media about outages and restoration times, improving customer satisfaction and freeing dispatchers to focus on resolving the outage.

With the Hexagon solution, the utility has addressed more than 500 outages using the automated IVR/OMS system without the need for customers to speak with a representative. This has resulted in early outage detection and faster restoration times.