Text notifications, enhanced dashboard bolster Con Edison’s outage engagement
In 2018, Con Edison launched an internal improvement movement focused on refining its customers’ outage communications experience. As a result, the utility expanded outage-based text notifications and launched the Customer & Outage Analytics Dashboard, which turns real-time customer text communication data into a tool Con Edison can use to monitor and respond to customer communications during an outage event.
The utility took home Chartwell’s 2020 Gold Best Practices Award in Outage Communications for its efforts.
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