Case Study: OPD5 cuts outage response time and costs with Daupler RMS

How switching from a call center to a response management system saved Overton Power District #5 time and money

Overton Power District #5 (OPD5), a power utility serving 17,000 customers in Southeastern Nevada, struggled with a costly, outdated call center that slowed outage response and frustrated both staff and customers. During outages, calls were often relayed late, crew members were charged per call, and employees spent valuable time on hold trying to manage events instead of restoring power.

By implementing Daupler’s response management system, Daupler RMS, OPD5 automated dispatch and customer communications, sending outage details directly to crew smartphones and enabling faster call-backs. The results included a drop in response delays from as much as 45 minutes to just a few minutes, reduced phone traffic and costs, and better customer updates during major outages. During a system-wide outage on August 11, 2022, Daupler helped route 1,656 calls, with 1,604 customers opting for text updates and only 3% speaking to a live representative, saving at least $3,700 in call center costs.

OPD5

Corey Dalley

Line Operations Manager