Case Study: East Coast Utility improves outage communication and customer satisfaction with KUBRA

East Coast Utility Expands Communications, Improves Customer Satisfaction

East Coast Utility needed a better way to communicate outages and service updates after major storms like Hurricane Irene and Hurricane Sandy left millions without power. To improve customer service and meet growing demand for mobile-friendly information, the utility turned to KUBRA and its outage communication tools, including Storm Center outage maps and the Notifi automated messaging and preference management system.

KUBRA implemented a hosted, integrated solution that delivered interactive outage maps, proactive email and SMS alerts, two-way text messaging, and centralized preference management across desktop and mobile channels. The results included a 27.6-point increase in J.D. Power customer service scores from 2012 to 2014, more than 50,000 registered accounts by late 2014, and heavy message volume with over 162,000 emails and 827,000 SMS messages sent in 2014 alone.

East Coast Utility