From Uncertainty to Clarity: Entergy’s Customer-Centric Storm Communication Strategy

In this case study, discover how Entergy transformed the customer experience during severe weather events through its Pre-Storm and Outage Communication Initiative. Serving 3 million customers across the Gulf South, Entergy faced growing pressure to provide accurate, timely information as storms became more frequent and destructive. The initiative combines real-time weather intelligence, interactive outage mapping, and proactive messaging to help customers prepare before storms, stay informed during outages, and understand restoration progress afterward. By integrating visual tools with structured communication protocols, Entergy reduced uncertainty, call volume, and frustration while improving transparency and trust. This case study highlights how data-driven communication and customer-centric design can redefine utility engagement and resilience during high-impact events.

CONTINUE READING

• To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
• If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.