Keynote: Promises Made, Promises Kept with Entergy, 2021 Chartwell Award Winner

Entergy bore a significant brunt of 2020’s record-breaking Atlantic storm season, suffering large-scale outages from five named storms. Through it all — with the belief that keeping the customer informed is just as important as keeping the lights on — the utility offered consistent, reliable communications to its customers, turning extraordinary circumstances into trust-building opportunities. Entergy, which won Chartwell’s 2021 Best Practices Gold Award in Outage Communications for its outage restoration messaging improvements, partnered with Message Broadcast to send continuous proactive communications before, during, and after each event using outbound voice calls, SMS and MMS message flows, as well as emails.

In this kickoff session to PowerUp 2021, attendees will learn:

–How Entergy developed and customized messages for millions of affected customers.
–The results of Entergy’s efforts, which included statistically higher Net Promoter Scores in three of four key drivers for customers who received outage communications.
–How the launch of Entergy’s native mobile app, developed in conjunction with Mindgrub, will offer customers even more outage-related information during future events.


Susan Adam, Manager of Customer Solutions, Entergy

Jennifer Gary, Marketing Manager, Entergy