Ad Hoc Messaging at Georgia Power Enhances Outage Communications
When the power goes out, most customers have the same question: when are the lights coming back on? Whether the outage is planned or unplanned, a lack of information can be very frustrating for anyone waiting for power to return. This is especially true with an extended outage, which may push customers sitting in the dark to flood a utility call center with phone calls.
Georgia Power Company began deploying outage alerts ten years ago and, as customer expectations have evolved, the utility has continued to refine its approach to communications and customer satisfaction. In 2021, the company began piloting ad hoc broadcast messaging to better serve customers during prolonged outages. Ad hoc messaging has also been used for planned outages or “blue sky day” repairs.
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