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REACH Ad Hoc Orchestrator

Sequenced customer engagement

Avoid spreadsheets and manual uploads by automating personalized maintenance notifications with REACH Orchestration. Alleviate customer stress and complaints by keeping them informed of infrastructure upgrades, vegetation management, and periodic refreshes. The platform associates work orders & infrastructure with impacted customers and communication preferences, and delivers messages across text, email, voice, mobile, and print in accordance with your logic.

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Avoid spreadsheets and door hangers

Automate real-time customer communications for immediate maintenance updates

  • REACH is synchronized with customers and assets to instantly correlate work orders with impacted customers
  • Customized workflow to perform recurring notification reminders and updates for the duration of the event
  • Multichannel digital and print template management and delivery
  • Automatic channel selection based upon timeliness (from 3rd class letter to SMS)
  • Once the event occurs, restoration alerts continue the customer engagement

Search and manage events

Automatic orchestration of messaging schedules that combines rules and messaging channels

  • Modify exising events and REACH will re-sequence messaging reminders in accordance with complex logic
  • Create custom filters such as customer type, assigned assets, and geographic area
  • Update or cancel events to instantly inform customers in accordance with channel timeliness
  • Event and message search on dashboard and via data warehouse for analytics and reporting
  • Delivered from our secure cloud via SSO portal or API

Customer engagement for the event lifecycle

Inform customers from work order creation to completion

  • Trigger personalized template-based restoration alerts that include reasons and anticipated duration
  • Staged and on-demand templates offer flexibility to maximize relevance and personalization
  • Randomized branded surveys after restoration maximize engagement
  • Two-way reporting & status requests

REACH Results

REACH is an award-winning application that has run consistently for over a decade.

  • AGENT511’s text messaging notifications are read 95% of the time (6-8x more than email)
  • During heavy storm activity, REACH processes 100,000+ outages every few minutes
  • Our client BGE won the 2021 Chartwell Bronze Customer Care award for its implementation of REACH text chat
  • Over 85% of customers polled appreciated their outage notifications
  • Real-time AMI initial outage notifications alleviated 75% of contact center calls reporting the outage
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OUR IMPACT

PECO REACH Customer Communications

PECO deployed REACH Orchestration to automate its planned outage notifications to increase real-time alerting and improve accuracy. System reliability is crucial for PECO and vegetation management and infrastructure upgrades result in necessary disruptions. REACH allows PECO to responsibly notify customers in advance and keep customers informed throughout the entire event. If changes must occur to the event, customers are notified immediately and the system automatically re-sequences alerts.

View our PECO Case Study

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