Case Study: Snohomish County Public Utility District ensures reliable customer contact with IR Testing Solutions

Public Utility District - Customer Case Study

Snohomish County Public Utility District (PUD) No. 1, a utility with 350,000 customers, faced the challenge of deploying a new IVR system. They needed to validate its performance to ensure customers would have a reliable and high-quality experience, especially with the increased call volume expected during winter. To identify potential issues before they impacted users, the PUD selected IR Prognosis through a competitive bid process.

IR Prognosis provided cloud-based, automated testing as a service. Their solution helped the PUD identify and resolve issues with SIP trunks, Quality of Service (QoS), and coding prior to the new system's deployment. Using IR Prognosis's real-time reporting, technical teams could effectively troubleshoot and collaborate with vendors. The testing ensured the new IVR delivered the intended easy-to-use and high-quality experience for customers.

Public Utility District

Kristi Stirling

Senior Project Manager, Information Technology Services