just about being a good steward; they are about guaranteeing customer ... Deployment of pre-storm email campaigns encour
Outage Communication Service
Comprehensive Outage Communications Improve Customer Satisfaction When an emergency outage hits your territory, are you prepared? Statistics show that 87% of utilities face at least one emergency outage per year, while 25% face five or more. How you interact with customers during one of these events effects your public image—not just with customers, but with the media and regulatory agencies as well. Quality communications aren’t just about being a good steward; they are about guaranteeing customer satisfaction. During an outage, 82% of utility customers prefer proactive communications, according to JD Power and Associates. They want timely information delivered in a convenient way. Questline’s Outage Communication Service is designed to do just that; assist your utility in providing vital information from that first weather report to the final restoration. It begins with the development of a crisis communications plan, the execution of essential plan components, and follow-up communications after the situation has been resolved.
During Superstorm Sandy, an unprecedented 61% of Questline client PSE&G’s customers gave the company positive reviews for their storm response. (Monmouth University/Asbury Park Press Poll)
A SERVICE TRUSTED BY STORM RESPONSE LEADERS:
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Service Highlights
Questline’s Outage Communication Service provides a comprehensive solution to a complicated problem. Our experienced service team will partner with you to create an outage response plan, assist in the completion of all preparatory work, and deliver communications to your customers before, during and after the outage. Before an Outage
During an Outage
Development of an outage communications plan will help to ensure that your customers’ needs are addressed and that each of your employees understands their role during the event. This includes identifying external stakeholders, defining internal roles, determining which communication channels should be leveraged and determining how success will be measured.
Production and delivery of email campaigns that explain the problem, provide updates on the estimated times of restoration (ETR), and tell customers where to get the most current information. When possible, email alerts should include notification of those affected along with additional safety tips. Questline has the ability to segment your list, ensuring that messages are sent to the appropriate customers. Residential and business customers will receive messages specific to their needs.
Launch of a microsite for storm alert opt-ins, including information on the service and a sign-up option for customers who wish to receive alerts. We’ll include a preference center that allows customers to choose which communication channel they prefer, including email or text messaging. Deployment of pre-storm email campaigns encourages customers to sign up for outage alerts. They will also have the option to report outages, access restoration information, or receive safety tips. These email campaigns will help to prepare your customers and enable them to stay connected with you when their power goes out. Promotion of outage communications via social media shows customers how to sign up for alerts, report outages and what to expect.
Before an Outage Deployment of pre-storm email campaigns
Automated data management via the microsite keeps your list current. Your outage communication opt-in list will experience a flurry of activity before and during a major event. Don’t spend time managing lists and contact information during this critical time; Questline’s proprietary communications platform will handle this in real-time. Dispatching of text messages to subscribed customers informs them of outage areas, ETRs and where to obtain additional information. Coordination of social media updates to inform customers of affected areas, ETRs, what is being done, and how to access online outage center portals.
During an Outage Dispatching of email and text messages
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After an Outage
After Hours Support
Delivery of a post-outage email campaign that thanks customers for their support and summarizes the cause of the outage, outlines the repair process, and reaffirms your utility’s commitment to the community. These can be segmented by customer type and customized to deliver the appropriate messages.
We know that Mother Nature doesn’t always strike during core business hours. That’s why Questline provides after-hours campaign services. Our team understands the importance of contacting customers immediately when an outage occurs. Full outage response services are available from 8AM until 12AM EST and include the following:
Access to tracking and analytics will provide you with a better understanding of your customers and help you to prepare for future outages. You’ll learn which communication methods were successful and which were preferred. You’ll discover how customers interacted with your utility and use this channel for future marketing campaigns.
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After an Outage Access to tracking and analytics
A dedicated Questline account manager working with you throughout the event Email and SMS campaign production and testing Customer list segmentation and regional targeting High-throughput email and SMS delivery Microsite updates and social media coordination Automated data management, tracking and reporting
After Hours Support Questline account manager working with you throughout the event
Why Questline? As a leader in email marketing, Questline will deploy over 100 million email communications on behalf of our utility partners in 2013. Our years of experience provide security and peace of mind to our utility customers. We provide secure list management, after-hours support and email best practice consultations; all designed to improve your customer communications during emergency outages. Make sure your customers aren’t left in the dark—contact Questline today!
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800.242.3654
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