Chartwell can help you accomplish your goals. Our wide range of services ensures our members have access to objective insights and strategies to make smart and timely business decisions.
Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
How To Recognize Early-Stage Financial Stress in Utility Customers – And What To Do About It
The discussion will address:
How utilities can make better use of existing data to improve outcomes without major system or process changes.
How advanced technology, predictive AI, and behavioral...
Light Up Navajo: How the Navajo Tribal Utility Authority Partners with Utilities to Power the Navajo Nation
On this webinar, we’ll hear from NTUA about the program and its impact on residents, as well as learning from a handful of utilities that participate in the program about its impact on workers who ...
Alabama Power’s Outage Alerts Program Leverages Technology for the Benefit of the Customer, 2021 Chartwell Award Winner
In 2019, Alabama Power employees designed, developed and deployed an application that integrates outage management system processes, customer communications and survey feedback into a one-stop solution designed to improve customer communications during power outages. The application, called Outage Alerts, provides customers with timely, accurate and personalized information about the status of their power outages – including the cause and the estimated time of repair (ETR).
This project is part of an ongoing effort to better serve customers and leverage technology to their satisfaction.
In this session, Alabama Power’s Outage Communications team, which won Chartwell’s 2021 Best Practices Bronze Award in Outage Communications for its enhancements, will discuss:
-How the company’s multifunctional team worked together to develop a process for gathering accurate information and relaying it effectively to customers.
-The internally built post-outage survey and analysis design and process.
-How Alabama Power employees helped ensure program success by participating in the pilot and providing feedback.
-The results of the enhancements, which include increased customer satisfaction and brand trust and reduced call volume.
Speakers:
–Julie McCormick, Information System Analyst, Alabama Power
