Toronto Hydro’s Outage Hub: 24/7 Support and Preparedness in One Place
Toronto Hydro’s new Outage Hub gives customers round-the-clock access to outage information, self-service tools, and multilingual emergency preparedness resources — all in one convenient location. Launched ahead of the 2024–25 winter storm season, the hub features an interactive outage map, live chat, outage notifications, mobile app integration, and a downloadable preparedness guide. The campaign used a playful but empathetic “glowing eyes” visual to capture the feeling of being left in the dark while encouraging customers to explore the hub. A multi-channel strategy — including event postcards, social media, search, email, transit ads, and radio — drove strong awareness and engagement. The campaign generated 1.8 million impressions, 80,000 link clicks with a 22% CTR, 52,000 landing-page visits, and more than 1,100 new app installs. Customers warmly received the creative approach and quickly adopted the new tools.
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