Util-Assist is pleased to add Hydro One Brampton to our growing list of PowerAssist customers. The service went live on November 23, 2015, before the holidays and the start of the winter storm season.
Hydro One Brampton was looking for a solution to address a common issue across utilities: improving the customer service experience during event situations. Diverting outage calls away from the control room enables operators to focus on getting the power back on. PowerAssist provides Hydro One Brampton customers with a dedicated line to live call agents on a 24 x 7 x 365 basis, enhancing the customer experience. PowerAssist agents enter customer calls into Hydro One Brampton’s Outage Management System (OMS) and communicate with the control room when necessary. Hydro One Brampton customers experienced a seamless transition to the new service, and the utility has been pleased with the value. According to Frank Risi, Director of Operations at Hydro One Brampton, “PowerAssist has allowed our operators to better focus on the contingency at hand while assuring our customer inquiries are handled in friendly and informative manner around the clock, even during peak periods and significant outages.” PowerAssist’s staff-sharing model, which delivers both redundancy and cost efficiencies, is generating significant interest among Ontario utilities. Hydro One Brampton joins PowerStream Inc., Collus PowerStream Utility Services Corporation, Oakville Hydro Electricity Distribution Inc. and Whitby Hydro Electric Corporation in delivering enhanced customer service through PowerAssist. With the addition of Hydro One Brampton, Util-Assist now delivers PowerAssist to over 650,000 customers.
About Hydro One Brampton
Hydro One Brampton is responsible for the safe and reliable delivery of electricity to more than 150,000 homes and businesses in the city of Brampton. For more information, visit www.hydroonebrampton.com.