THE APPALACHIAN ELECTRIC COOPERATIVE CASE STUDY ABOUT: The Appalachian Electric Cooperative provides power to residents in Grainger, Hamblen and Jefferson counties in eastern Tennessee. Founded in 1940 with help from the now-defunct Rural Electrification Administration and the Tennessee Valley Authority, the organization currently serves more than 45,000 members. CHALLENGES: Before partnering with dataVoice, AEC operated with outage management protocols that matched the era of its founding. “We were still very much working our outages using our customer information system and printing out trouble tickets on pieces of paper,” Jim Greer, director of operations, explained. “It was a manual process.” This made life hard for dispatchers who dedicated considerable time to manag

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