Enhancing Outage Communications: Lessons from Evergy’s Two-Way SMS Strategy
During prolonged outages, customers want more than alerts — they want to be heard. This case study explores how Evergy transformed outage communications by moving from one-way notifications to a two-way SMS strategy powered by natural language processing. Following a major 2023 storm, Evergy identified a clear gap between customer expectations and existing communication tools. By enabling customers to report outages, request updates, flag medical needs, and receive safety guidance via text, the utility met customers where they already were. The result: improved situational awareness, reduced call center volume, stronger internal alignment, and higher customer satisfaction. Evergy’s experience offers practical lessons for utilities looking to modernize outage communications through phased, customer-driven innovation.
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