Case Study: PECO achieves faster outage notifications and interactive customer feedback with Agent511's REACH platform

PECO’s Initial Outage Notification program speeds up critical communications with interactive customer feedback

PECO, the primary electric utility in Southeastern Pennsylvania, needed to speed up customer communications and reduce the time to dispatch resources during service disruptions. To accomplish this, PECO partnered with Agent511 and leveraged the AGENT511 REACH Preference Center to build a multichannel Initial Outage Notification (ION) program, adding new interfaces and a text-to-speech channel type.

Agent511 implemented a real-time interface to instantly send ION messages from outage management systems, added high-fidelity text-to-speech for customizable voice messaging, and enabled interactive feedback across email, voice, and SMS so customers could confirm outage status. Launched in December 2019, the program sent about 30,000 ION messages in the first month, supported on-demand communications for inclement weather and the pandemic, and helped drive improved customer experience and year-on-year gains in PECO’s J.D. Power rankings.

PECO

Rob Busa

Senior Analyst