Sweden is feeling the impact of the energy crisis, with rising electricity prices and shortages affecting both consumers and businesses. A major cause is insufficient local production, partly due to the shutdown of nuclear power plants and slow approval processes for new energy sources. Compounding the issue are bottlenecks in electricity transmission from the north, where most of the country’s energy is produced. Svenska kraftnät* has raised concerns about the growing risk of power shortages, highlighting the need for more controllable power sources like nuclear or fossil-free alternatives. Improving communication with consumers will be key as they face price fluctuations and the possibility of energy-saving measures during peak times.
As the energy crisis continues, effective communication between electricity providers and consumers will be essential. Consumers will need guidance on managing energy use and dealing with price volatility, especially during periods of high demand. Proactive steps, such as encouraging energy-saving measures and offering clear updates on electricity supply conditions, can help mitigate the impact of potential power shortages.
Svenska Kraftnät's simulations show that there are occasions when the electricity production or the import of electricity does not meet the power demand. A so-called power shortage occurs. This may force a situation where the authority must carry out controlled power outages, i.e. manual load disconnection. Power shortages can, for example, occur when the electricity heating demand is high on a cold winter's day while Sweden cannot import electricity from Europe. Sufficient electricity is therefore required every second in all four electricity areas to prevent a significant disruption or outage. The risk of controlled power outages increases this coming winter, according to the Swedish Authority – Svenska kraftnät.
Quick feedback about electricity use is vital for the customer to understand their electricity consumption and what affects the cost. The information is also essential for the customer to be able to take measures to adapt their consumption based on current price from electricity spot trade or network tariffs. There can be significant energy savings for customers if they receive relevant information about their electricity consumption and current tariffs. Illustrated below are several use cases where proactive SMS notifications can create customer value with smart messaging in one of several messaging channels.
Send an SMS alert to customers warning them of hours with high-priced electricity. This will facilitate electricity use planning, and the customer will thus know when he/she should not run the dishwasher, washing machine, heat pump, and other energy-consuming appliances to save money. An SMS alert based on the real-time market price of energy is valuable if the customer is considering buying electricity at a variable rate. An automatic SMS notification is an obvious aid for customers with a variable price to avoid peak price hours.
In the event of a power failure, the customer can report it via SMS by sending an SMS with "Start (Customer number) (facility ID) to a short number, e.g. 74000. When the power failure report has been received, an SMS confirmation is sent back. Suppose the power outage has not already been reported. In that case, the electricity distribution company can attach a URL link to the outage map where the customer can click a button and report a power outage in a specific area.
Electricity subscribers are usually entitled to compensation for interruptions longer than 12 hours. The compensation should be paid to the customer within six months after the interruption comes to the attention of the electricity distribution company. Instead of having the customer fill out a PDF and send it back by email, the customer can also do it via an SMS URL link. Alternatively, opening up so that the customer can contact the electricity distribution company in the customer's preferred messaging channel, e.g. WhatsApp, Messenger or similar OTT app, to make their report directly in the customer service chat.
Sometimes it isn't easy to reach the customer by e-mail. Suppose you want to reach the customer in the moment. In that case, it may be worth proactively sending out an SMS with a URL link to a "campaign page" with more detailed information, e.g. tips such as: "How to troubleshoot a power outage at home" or "How to prepare for a longer power outage".
A telephone call or a power failure report can also be followed up with a quick customer satisfaction survey via SMS.
In extreme events such as storms, when the consequences for the electricity grid and supply are severe, extra staff, such as distribution electricians, may need to be called in for troubleshooting in the worst-affected areas. With a quick Job request via SMS, it's possible to filter out specific people in specific areas and get prompt answers with a two-way SMS.
Repair work after a storm is fraught with risk and requires extra caution. The supervisor can send text messages to field workers with updates on safety warnings regarding weather or an alert if an incident has occurred. You can also send specific requests to the electricians and field workers and get quick feedback and answers regarding ongoing work via two-way SMS.
These are just a few examples of how electricity and distribution companies can communicate with customers and employees with SMS. If you want to know more about how LEKAB can help you with messaging - contact us today - and we will tell you more.
*Svenska Kraftnät is the authority responsible for ensuring that Sweden's transmission system for electricity is safe, environmentally sound and cost-effective.
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