Case Study: London Hydro achieves faster outage response and improved customer satisfaction with Hexagon's Safety, Infrastructure & Geospatial Division's InService Outage Management System

London Hydro Implements Interactive Voice Response Platform Using Hexagon Technology

London Hydro, the utility serving 150,000 electricity and 100,000+ water customers in London, Ontario, faced long wait times and busy signals during outages that left customers without timely information. To address this, London Hydro implemented Hexagon's Safety, Infrastructure & Geospatial Division’s InService Outage Management System (OMS) and integrated it with an interactive voice response (IVR) platform to improve customer communications and outage handling.

Hexagon's Safety, Infrastructure & Geospatial Division connected the OMS to London Hydro’s IVR and SAP ERP so callers receive accurate estimated outage and restoration information and the utility can push proactive text and social updates. The solution has handled more than 500 outages without customers needing a representative, gives up to nine additional equivalent customer-service capacities during peak call volumes (over 100 calls/hour), enabled earlier outage detection and faster restorations, and freed staff to focus on field recovery.

London Hydro

Syed Mir

Vice President of Corporate Services and Chief Information Officer