Case Study: UK Power Networks achieves 1000% surge handling and regulatory‑compliant service levels with Content Guru

UK Power Networks - Customer Case Study

UK Power Networks, the UK’s largest electricity distributor serving London, the South‑East and East of England, needed a scalable, resilient way to handle huge spikes in customer contact during outages. Faced with legacy systems, limited omni‑channel options, manual location lookups and the risk of Ofgem penalties for poor service levels, UK Power Networks engaged Content Guru and its storm cloud contact centre suite to modernise communications and improve responsiveness.

Content Guru implemented its storm platform (including storm CONTACT, FLOW, VIEW, INTEGRATE and SHOUT) to deliver real‑time analytics, omni‑channel self‑service and integrated outage data feeds. The solution enabled 1000%+ surge handling, sub‑4‑second response times, a 50% reduction in repeat callers via automated SMS, 93% CSAT and 94% service‑level compliance, eliminated regulator penalties and replaced five legacy MIS with real‑time reporting — all on a pay‑per‑use cloud model.

UK Power Networks

Alex Williams

Head of Customer Contact