Case Study: National Grid improves outage communications with KUBRA Storm Center and StormText

National Grid Improves Customer Communications with upgraded Storm Center Outage Maps and StormText

National Grid, a major electricity and natural gas delivery company serving nearly 7 million customers in the Northeast and Great Britain, needed to modernize its outage communications. Its existing outage map was outdated, lacked newer functionality, and its SMS alerts were not fully aligned with the outage event processing engine or the data shown on the map. KUBRA’s Storm Center™ and StormText™ were used to address these challenges.

KUBRA upgraded National Grid’s Storm Center outage maps with a new UI, Google Maps base, responsive design, and a fully cloud-based hosted platform, while also enhancing StormText integration for two-way SMS outage updates. The results were immediate: during major winter storms, more outages were reported digitally than through the call center for the first time, the outage map became the most viewed page on the website, 21,952 customers used the SMS “SUM” feature, 93,000 broadcast texts were sent, and 7,000 new users enrolled in text alerts.

National Grid