Case Study: Berea Municipal Utilities achieves faster response and better customer service with Daupler

Berea Municipal Utilities - Customer Case Study

Berea Municipal Utilities, a Kentucky utility serving residents and city departments, needed a better way to handle the flood of after-hours calls, outage reports, and billing questions that could otherwise get lost or overwhelm staff. The company partnered with Daupler to improve response handling and keep customers informed during service disruptions and other non-emergency incidents.

Using Daupler’s call center support, event detection, IVR/text update workflows, and customer portal, Berea Municipal Utilities was able to route calls quickly, capture incident details, and share status updates without tying up internal teams. During one outage, 90% of callers opted for text updates, about 50% provided extra notes or photos, and only 7% needed a phone conversation; in another event, Daupler took over all calls within 10 minutes, helping the utility focus on restoration and safety.

Berea Municipal Utilities

Kevin Howard

General Manager