Tailored solution for outage information

Successful cooperation with Swedish energy company in electricity distribution.

Effective communication during power outages

The challenge

As part of being a customer-oriented company, there was a desire to communicate with customers more effectively in the event of, for example, power cuts to avoid customer service calls, while there was also a need to better communicate internally and externally with various stakeholders.

The solution

LEKAB has developed a customised solution for customer communication with the IIM web application and other communication services.

20+

years of cooperation

About the customer

The customer distributes electricity to more than 900,000 businesses and households through its electricity network, which is designed to meet the needs of network capacity, electricity and supply quality. The aim is to be the most reliable and customer-oriented electricity network company while offering its customers smart energy solutions.

Since 2001, we have been working together to improve and streamline communication in mobile channels.

A selection of services in this cooperation

Incident Information Manager

IIM is a service for the dissemination of information via SMS, e-mail, web, IVR or radio. In this case, the customer uses IIM to inform about outages and disturbances via SMS and automated voice response, among others. IIM is the system that sends information to the outage information app.

Power outage app for IOS and Android

Customers can set up alerts for their house or holiday home and be notified if a power cut occurs. The app also shows current power cuts, has an outage notification function and gives tips on what to do in the event of an ongoing power cut.

Voter customer survey via SMS

The customer uses the Voter service to send out customer surveys. Via SMS, the customer receives a prompt to answer questions. Voter provides a real-time summary of results with clear statistics on customer feedback.

Applications and communication portals

LEKAB has developed apps and communication portals that enable easy communication with different actors such as contractors, managers and large customers. The Outage Portal provides an overview of current outage information in case of major outages and is used to monitor the situation during these events. The Customer Response Risk application is used to communicate with internal stakeholders and external contractors.

About the IIM web tool

IIM is a solution for communication during outages and incidents. The solution delivers a unified function to manage information dissemination in connection with operational disruptions, such as planned and unplanned outages. Communicate quickly via SMS with end customers and various stakeholders such as contractors and managers.

Web tool for sending SMS, email and push notifications
Possibility to create and save templates
IVR voice response for outage information

Unified functionality in the customer's own environment

All services for this customer are customised. In this way, the customer has received a long-term solution that works over time and where their own needs and requirements for security have been allowed to govern. The ambition has been to reduce incoming calls to customer service and for the customer to be perceived as easy to deal with by end customers.

Tailored solution in customer environment (on-prem)
Stable, secure and flexible solution
Meets customer's critical infrastructure security requirements

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