Case Study: Westfield Gas & Electric achieves faster, targeted outage response and two-way communication with Everbridge

How Westfield Gas and Electric Used Everbridge To Improve Incident Management For Utilities

Westfield Gas & Electric, which serves about 19,000 electric and 9,000 gas customers in Westfield, MA, relied on a manual call center and crew dispatch to investigate outages and severe-weather impacts—a slow, time-consuming process that made timely communication with customers and staff difficult during incidents.

By adopting Everbridge, the utility now uses mobile apps and two-way messaging with map-based targeting so field crews can share real-time photos, managers can assess situations remotely, and the company can send tailored updates to affected areas. The result: faster, more accurate responses, clearer customer and employee communications, and significant time savings in incident resolution.

Westfield Gas Electric

Aaron Bean

Operations Superintendent