Case Study: Major Utility Company achieves rapid, coordinated customer response during Hurricane Sandy with SnapComms

Major Utility Company - Customer Case Study

Major Utility Company, which employs about 18,000 staff and operates a call center of roughly 200 customer service representatives, faced the challenge of delivering up‑to‑the‑minute guidance and consistent customer support during the disruption caused by Hurricane Sandy. The organization had already been using SnapComms internal communications software — notably pop‑up desktop alerts and scrolling newsfeeds — since 2010 to distribute operational messages and procedures.

SnapComms was used to rapidly push real‑time field updates and coaching to reps, ensuring fast information cut‑through and avoiding delays or misinterpretation from email or word‑of‑mouth. The solution reduced supervisors’ need to run messages physically around the floor, minimized interruptions for reps, and enabled the call center to respond consistently and promptly to customers during the crisis; supervisors report high satisfaction with SnapComms and see it as critical for future initiatives like home‑based working.