Go360 Customer Care
When fully integrated within the Go360 LiveOps, Outage Management System (OMS), it provides utilities with a streamlined call taking process combined with real-time interdepartmental communications like never before.
Go360 Customer Care assists customer care representatives in taking calls from customers reporting loss of power, incidents such as broken poles or downed power lines, or to schedule a power connect / disconnect when customers move. It also provides customer care reps with a real-time view of on-going outages and incidents within the utilities’ service area, useful information that can be communicated back to the customer.
As representatives take a call they can identify the customer, view account information, and complete account history on screen. A report is created in the system and the OMS calculates the location of the ‘fault device’, at the same time identifying other customers who are potentially affected downstream. Control room operators confirm the outage within the OMS and the information gets pushed back to the customer care representative.
This information is very useful to the customer care representative as they search a customer who is part of a known outage – they are provided with a message across their screen. The outage can also be seen on various maps in real-time.
The customer care application makes communication between customer care reps and control room operators more effective by integrating both systems and eliminating the amount of ‘paper procedures’.
Customer care representatives can provide better customer support by letting customers know important facts such as the cause of the outage, the time it occurred, and the estimated time of power restoration, to better manage customers’ expectations. An automatic customer call back is also set at the time of the initial call.
Outage location information gets pushed to a ‘Customer Outage Map’ and posted on the public website giving any customer visiting the website a better picture of the location of the outage, the extent of the on-going outage, and an estimated time when power can be restored. Updates about ongoing outages are posted on the website and available to any internet connected device without the need for any special end-user application.
Management reports are generated from this fully integrated system with important information about ‘Electrical Network Efficiency’, ‘Outage Stats’ and additional user defined reports for regulatory reporting or adhoc requests.