Case Study: ComEd achieves proactive, high-volume outage alerts and improved customer satisfaction with Agent511 REACH

ComEd - Customer Case Study

ComEd, an Exelon utility serving 3.8 million customers, needed better ways to engage and inform customers after several major storms. ComEd’s eChannels team partnered with Agent511 to pilot proactive outage restoration communications, using Agent511’s REACH two-way SMS platform to deliver the industry’s first text outage alerts and subscriber-based notifications.

Agent511 deployed REACH in 2009 (adding two-way interactive outage reporting in 2012) and integrated it with ComEd’s OMS and customer information systems to validate accounts, apply messaging templates, and send timely updates via text, voice, email and push. The solution has run consistently for twelve years, processes 100,000+ outages every few minutes during heavy storms, and earned praise from customers (over 85% approval in polls), significantly improving outage communication and customer satisfaction.

ComEd