Case Study: London Hydro improves outage response and customer service with Hexagon's IVR and OMS integration

London Hydro Implements Interactive Voice Response Platform Using Hexagon Technology

London Hydro, a utility provider in Ontario, Canada, faced challenges with long customer wait times and busy signals during power outages, especially during off-peak hours. To enhance its customer service, the utility worked with vendor Hexagon to integrate its existing Hexagon outage management system (OMS) with a new interactive voice response (IVR) platform.

The solution implemented by Hexagon integrated the OMS with the IVR and the utility's SAP ERP software. This allowed customers to receive automated outage information and restoration times, saving them from waiting on hold. The results included handling over 500 outages without a live representative, providing capacity for an additional nine representatives during major events, and enabling staff to focus on restoration. Hexagon's technology led to faster restoration times, early outage detection, and increased customer satisfaction.

London Hydro

Syed Mir

Vice President of Corporate Services and Chief Information Officer