Case Study: Major Utilities Provider achieves resilient, large-scale outage response (serving 20,000+ calls in one day) with ipSCAPE

Major Utilities Provider - Customer Case Study

Major Utilities Provider set out to digitise communications and build a resilient Outage Management system to serve customers at scale during severe weather. They needed a solution that avoided busy lines and could operate without agents, be easy to update, and deliver real‑time outage information—so they engaged ipSCAPE to provide a customer self‑service platform and IVR capabilities.

ipSCAPE implemented a visual IVR workspace and postcode-based self‑service system that lets customers call for real‑time status and resolution times, with capacity to handle large queues automatically. The ipSCAPE IVR proved robust in storms (in 2019 it handled over 20,000 calls in one day when 60,000 homes lost power), reduced cost‑to‑serve, provided 24/7 response, and continues to support the Major Utilities Provider through ongoing VOC and automation initiatives.