Outage Reporting and Updates
Whether it’s a planned outage or a storm event, providing information to customers during power outages keeps customers happy and calls out of your call center. Through iFactor Storm Center maps, customers can view outages for their area and report outages for locations associated with their accounts.
For simple outage reporting and ETR updates, text messaging is an ideal alternative. With the iFactor Notifi alert system, customers can alert you when they are out of power and even request updates to their restoration status. Since the information sent to customers comes directly from the data in your outage management system, you can rest assured that customers receive the most up-to-date information possible.
Nothing improves customer satisfaction like being proactive with your communications – especially during outages. Outage alerts driven by iFactor’s Notifi solution allow you to send customers and other stakeholders information about things such as storm preparation, weather updates, power outages and estimated restoration times before they ask for it.
To ensure alerts are being received in the customer’s channel of choice, they can be sent by text message, email, IVR or mobile app push alerts. The Notifi preference management portal allows customers to manage their preferences and contact information, which takes the burden of managing this information off of you.
Full-Feature Mobile Apps
Mobile apps give customers access to important information when they need it most. For many customers, when the power is out, their access to the internet is limited to their smartphone or tablet. iFactor Mobile™ apps bring together all the functionality of outage maps, interactive communications, and proactive alerts in one convenient location.
Through the apps customers can view outage maps, access important phone numbers, and view social media pages. Mobile apps can also access mobile device features such as cameras and GPS data to support photo attachments and location tags for outage reports.
Power outages are not the only type of outage you deal with. Managing the reporting and repair workflow for issues with outdoor lights can be a challenge. iFactor’s StreetLight Outages solution uses an interactive web-based map interface to allow customers to report outages by identifying them visually on the map or by using the GPS functionality on their smartphone.
The solution improves the reporting process for users and streamlines the repair process for your repair crew by integrating directly with your work management system and helping to avoiding duplicate reports.