Nested outages – that is, smaller-scale outages that persist in areas where utility crews have otherwise restored power – remain a challenge for many utilities from the perspectives of both operations and customer experience. DTE has addressed this issue by integrating AMI voltage reads into its text-based outage notification system. Customers are prompted to share their outage status via text, and if the response doesn’t match operational data, within 15 minutes the customer is contacted by a live agent and a new event is logged.
In this session, learn how DTE launched this project from beginning to end, and the positive results so far.
Speaker: Rami Younes – Marketing Program Manager, DTE Energy
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