Case Study East Coast Utility Expands Communications, Improves Customer Satisfaction ©2017 KUBRAThe Challenge In 2011, Hurricane Irene swept up the East Coast of the United States, causing power outages for millions of people, including over 920,000 customers at one large utility in the region. The next year, Hurricane Sandy brought even more devastation, leaving more than 2.47 million customers without power at its peak. Nearly 70% of the Utility’s customers who lost power due to Hurricane Sandy in 2012 used a smartphone or cell phone to contact the company and obtain outage information, according to a J.D. Power & Associates study. To enhance customer service and accommodate those customers looking for information using mobile devices, the Utility began a campaign to expand its

Join for free to read