Background Southern Company is one of the largest energy providers in the United States. Based in Atlanta, Ga., Southern Company owns electric utilities in four states, natural gas distribution utilities in seven states. Southern Company serves over 9 million customers through its subsidiaries. Operations include nearly 200,000 miles of electric transmission and distribution lines and more than 80,000 miles of natural gas pipeline. Challenges Southern Company’s clients had agreed to energy consumption ramp downs during peak demand periods in exchange for lower energy rates. When demand spiked, Southern Company needed to contact their customers and receive acknowledgment before they could start the ramp down process. Previously they had received poor feedback from thei

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