Case Study: Ohio’s Public Utility Company achieves higher customer satisfaction and faster outage communication with OnSolve One Call Now

Notifications Give Utility Customers Glow of Satisfaction

A public utility in southwest Ohio serving more than 515,000 customers across 6,000 square miles needed a cost-effective way to keep residents, businesses and government facilities informed about power outages, scheduled maintenance and safety measures. Research showed customers want acknowledgement and information during outages to avoid feeling “left in the dark,” so the utility sought a reliable mass-notification solution.

Using One Call Now’s automated voice, SMS and email notifications, the utility quickly alerts customers and employees about outages, restorations, storm responses (including ice-station locations) and planned work like tree trimming. The service reduced call volume to the call center, cut complaints, improved communication during emergencies, and helped increase overall customer satisfaction.