PowerAssist
Are you ready to improve your customer experience while saving time and money? Don’t leave your customers in the dark.
When the lights go out, your customers want answers, and they want them now. But they want to communicate with you in different ways.
PowerAssist is more than a call centre.
PowerAssist…
Is a holistic solution for outage communications
Enables utility customers to speak to a live agent, 24 hours a day, 7 days a week
Provides the ability to scale during widespread outages
Is staffed with skilled agents who leverage utility systems to troubleshoot and report outages
Frees operations staff from answering the phone to focus on getting the power restored
Keeps customers fully informed via multi-channel customer service, outbound alerts, and social media
Is based on an affordable shared services model
This innovative solution enables utilities to deliver exceptional customer service no matter the size of the outage.
How PowerAssist improves your customer service:
Live call centre agents
PowerAssist gives utility customers the option to speak to a live agent.
Scalable solution for peak periods
PowerAssist enables utilities to scale to handle peak call volumes during widespread outages so that customers can always get through.
24/7 communications
PowerAssist serves your customers at any time of the day or night.
Current, accurate outage information
PowerAssist provides customers with current, accurate information including outage causes, outage areas, and estimated restoration times
Multiple communication channels
In addition to live agents, communication channels include interactive SMS, webchat, billboards, and social media.
Direct phone lines for key accounts
PowerAssist provides key accounts with a direct phone number, and key accounts always jump the queue.
Quality guaranteed
Our SLAs represent a promise that PowerAssist will maintain the highest level of service.
Resilient and secure
Our operations centre is a hardened, resilient facility with redundant power, security monitoring, and strong cybersecurity measures.
How PowerAssist delivers operational efficiencies
PowerAssist streamlines your operations:
Focus on getting the power restored
PowerAssist frees operations staff from answering the phone to focus on getting the power restored.
Prioritize field work
By triaging and prioritizing incoming calls, PowerAssist enables utilities to dispatch crews to the high priority locations first.
Be prepared for emergencies
PowerAssist’s scalable solution for peak periods ensures emergency preparedness.
How PowerAssist delivers a cost-effective solution
A shared resource model enables PowerAssist to be cost-effective. Your utility will pay the equivalent of a few hours of day (based on expected normal call volume) for 24/7 service and the ability to scale during outages. The PowerAssist agents are shared across utilities, and to provide scalability, more agents can be added at a moment’s notice.
How PowerAssist works
The PowerAssist agent applies advanced distribution system knowledge to:
1
Ping meters via the AMI to confirm power status prior to creating tickets
2
Verify whether there are existing service orders in the CIS
3
Submit tickets for the control room via the utility’s OMS
4
Update customers via the communication channel of the customer’s choice
“Outage calls and after-hours inquiries used to be inefficient, challenging, and customer-frustrating experiences. Today, it’s a complete turnaround. With PowerAssist, our customers now feel genuinely heard, and the restoration process is more transparent and understandable. PowerAssist has become integral to our utility, benefiting both operations and customer service sides.”
“With 24 x 7 support and continuous engagement between our staff and PowerAssist agents, we’ve improved our processes as well as the customer experience.”
Introducing SecureAssist
Is your utility looking for assistance with substation physical security monitoring? Explore the many benefits of SecureAssist, our security surveillance monitoring service for 24 x 7 x 365 protection.