Customer Experience Metrics Soar Following PG&E’s Outage Notification Process Redesign
After research revealed that 37% of Pacific Gas & Electric (PG&E) customers experiencing unplanned outages did not receive a timely notification, the utility began the process of transforming its electric outage information processes. To bolster its outage communications, PG&E’s Outage Journey Team launched SMARTComms, a centralized delivery platform crafted to expedite notification delivery time and facilitate consistent and transparent information across all customer-facing channels.
This initiative earned PG&E Gold recognition in Chartwell’s 2025 Best Practices Awards for Outage Communication.
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