London Hydro Implements Interactive Voice Response Platform Using Hexagon Technology

Needing to help dispatchers focus on power restoration efforts during utility outages, London Hydro implemented Hexagon’s outage management and interactive voice response solutions to reduce dispatch call volumes, streamline customer communications, and improve customer satisfaction.

The Challenge

London Hydro provides utility service to 150,000 electricity customers and 100,000 water customers in London, Ontario, Canada. During an outage event, large call volumes affected dispatchers’ ability to efficiently resolve power outages with field crews. The large call volume also left customers receiving busy signals when trying to receive outage information or failing to reach a representative at all.

To enhance its customer service experience during large outage events, London Hydro needed an outage management solution that would streamline customer communications and allow dispatchers to focus on managing field crews to restore power.

The Solution

London Hydro selected an outage management system from Hexagon’s Safety & Infrastructure division to improve its dispatch operations during outages. To further enhance customer service, especially during off-peak hours, London Hydro integrated the solution with an interactive voice response (IVR) system.

The technology has helped the dispatching center streamline operations and obtain more insight regarding customers and outages. London Hydro can also send automated push notifications via text messages and social media on outages and restoration times, improving customer satisfaction and allowing dispatchers to focus on resolving the outage.

With the Hexagon solution, the utility has addressed more than 500 outages using the automated system without requiring customers to speak with a representative. As a result, London Hydro benefits from early outage detection and faster restoration times.

"Through the integration of our IVR system with Hexagon’s [solution], we have saved time and given our staff the ability to focus on restoring power during outages rather than fielding customer calls."
Vice President Corporate Services & CIO
London Hydro

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