Case Study: Entergy improves outage communications and reduces calls with KUBRA

Entergy - Customer Case Study

Entergy, a utility serving 2.8 million customers across Arkansas, Louisiana, Mississippi, and Texas, was struggling with low satisfaction around outage communications and a high number of customers rating how well they were kept informed as poor. To improve the customer experience, Entergy partnered with KUBRA and looked for a better way to proactively communicate during outages.

KUBRA helped Entergy launch a comprehensive outage communications program using enhanced outage maps powered by Storm Center™ and outage alerts powered by Notifi®, alongside Entergy’s own mobile app. The solution helped increase proactively contacted customers from 17% in 2011 to 77% in 2013 and contributed to an 18% reduction in inbound outage calls, while later marketing efforts further grew alert awareness and usage and drove additional call reduction and cost savings.

Entergy