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ELECTRIC UTILITIES

Engaged customers help you achieve your business objectives

Achieve customer satisfaction, generate revenue, and position your electric utility for the future with relevant, personalized communications.

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Innovating in the new normal

Electric utilities are facing major challenges: a global pandemic, dispersed workforces, and shifting energy demands.

Customer expectations are evolving. The shift to remote work has amplified the need for reliable electricity. Economic uncertainty is causing a greater need for customer usage data to help predict and understand their monthly bill.

The need for remote management is increasing. Outage and restoration management, customer service and control over grid assets are just a few activities that utilities can do remotely and safely with the right technology.

Predicting and understanding usage is key. The global shift to remote work has also placed new demands on the grid and disrupted utilities’ demand forecasts. More people working at home means an increase in consistent residential energy usage, making accurate peak usage more difficult to predict and load management imperative. Seamlessly, keeping customers aware of their energy usage patterns helps to inform customer behavior.

Introducing REACH. More than a notification platform

REACH is a hosted customer engagement platform trusted by leading electric utilities that achieves the right balance between personalization and high-volume communications. It operates in accordance with your rules, your schedules, and your customer’s needs.

  • Rules and templates are configurable to provide flexibility across email, voice, text, social, and even print.
  • Leverages customer preferences, your integrations, and data analytics to deliver timely, relevant
  • State-of-the-art integrations and data applications offers an enhanced customer experiences
  • Continuous investment in interactive virtual assistants and messaging channels, thereby expanding communications channels such as Apple Chat, WhatsApp, and more

REACH Ecosystem

Leading utilities such as BGE, PECO, ComEd, Evergy, and City of Chicago partner with AGENT511 to deliver multichannel communications for high-volume segmented, ad hoc alerts and personalized outage and billing notifications.

  • REACH Preference Management delivers critical communications in accordance with customer preferences and your business logic to maximize customer engagement, transparency, and create loyalty
  • REACH Data Connect is a foundation for complex analytics and workflows that creates customer insights and calls to action
  • REACH INTERACTIVE two-way virtual assistants and chat facilitates interactive outage reports, bill payments, and appointment re-scheduling

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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REFERENCE

PECO REACH Customer Communications

PECO leveraged REACH Preference Management in order to expand channel capabilities and interactivity to expeditiously inform customers about service disruptions.

View our PECO Case Study

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