Community Engagement Response Team: How Oncor Turns Crisis into Connection
When major storms strike Texas, Oncor’s Customer Engagement Response Team (CERT) brings humanity and coordination to the front lines of crisis. Created after Winter Storm Landon in 2022, CERT mobilizes employee volunteers from across the company to assist customers through phone, chat, and social media during large-scale outages. Supported by subject-matter experts and streamlined technology, the program supplements Oncor’s contact center with trained, storm-ready volunteers who provide timely, personal communication when it’s needed most. In this case study, learn how CERT has grown from a grassroots experiment into a core pillar of Oncor’s emergency response strategy, handling thousands of interactions, deepening employee understanding of customer needs, and strengthening community trust during increasingly complex storm events.
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