Sustaining Customer Outreach during a Prolonged Service Disruption

Date: Jan 15, 2020

Time: 2:00 PM ET

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In October 2018, a natural gas transmission pipeline owned by Enbridge ruptured, impacting the delivery of natural gas to 1 million FortisBC customers. FortisBC immediately pulled together a company-wide team and launched a crisis communications campaign to protect the utility’s corporate reputation and encourage energy conservation efforts during the crisis. Within two days of the pipeline incident, the utility had reached the vast majority of its customers through a variety of communication channels and content types, including videos, maps and graphics.

Attend this webinar to learn how FortisBC persevered with its outreach efforts throughout the winter months as the pipe was repaired and other transmission lines returned to maximum operating pressure, utilizing an array of social and paid media channels. FortisBC took home Chartwell’s 2019 Bronze Best Practices Award in Communications for the campaign, which resulted in high recall among affected customers.


Arlene Whiffin – Manager, Marketing and Customer Communications, FortisBC

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