Sep
13

Updates to LG&E and KU’s Outage Map and Mobile App Enhance Customer Experience

LG&E and KU has updated its online outage map and mobile app to add weather radar information and improve the customer experience on mobile devices.

“Communicating outage information via this tool has proven to be very valuable,” said John P. Malloy, vice president of Customer Services, in a news release about the outage map updates. “As a result, the company saw the need to implement enhancements to the existing system and maintain the most up-to-date technology to enhance the customer experience.”

L: Facebook post announcing map updates; R: Mobile web outage map screenshot with weather overlay

L: Facebook post announcing map updates; R: Mobile web outage map screenshot with weather overlay

LG&E and KU’s updated outage map is optimized for use on both desktop and mobile web browsers and includes an enhanced user interface. One new feature is the addition of  a weather overlay that allows customers to view current weather in the area. The Utility’s updated mobile app also includes a mobile version of the outage map, as well as outage summary tables and a list of contact information for the Utility.

Mobile app home screen

Mobile app home screen

Mobile app outage map

Mobile app outage map

Mobile app outage summary table

Mobile app outage summary table

 
 

iFactor has mobile solutions that can help utilities and customers alike to save time and money, quickly access important information and increase productivity. Interested in developing a mobile communications strategy for your utility? Watch our video and contact iFactor to learn more.

 
Sep
10

Join iFactor at Energy Central’s Mobile Utility Week in Phoenix

Don’t miss iFactor at Energy Central’s inaugural Mobile Utility Week, September 15-16, 2014 in Phoenix, AZ. iFactor is proud to be a sponsor of this must-attend conference for utilities who want to implement or enhance their current mobile program to improve customer satisfaction, employee efficiency, customer communications reliability, and regulatory compliance.

iFactor is also excited to have our very own Brad Sileo presenting alongside Todd LaMothe of Green Mountain Power on “Why Utilities Must Go ‘Mobile’ Now – And What’s In Store for The Future.”

For a preview of the event’s content, watch the Energy Central video below about how mobile technology is impacting the utility industry. The video features Brad Sileo, iFactor’s VP of Business Development.

Haven’t registered yet? As a sponsor of Mobile Utility Week, iFactor can offer our utility clients a special discount:

  • Single registration: 50% off
  • Group registration: purchase three for the price of one

Why join us at Mobile Utility Week? By attending, you will

  • Hear from your peers: How and why did they get their mobile program where it is today?
  • Learn from case studies: Save your utility money by applying lessons learned. What worked? What didn’t?
  • Hear from leading industry utilities: ComEd, CenterPoint, Pepco Holdings, and more
  • Identify the solutions necessary to run a successful mobile program while improving reliability

For more details on the event and information about the breakout sessions and speakers, click here.

Make sure to use the promo code MUW14SO for both offers!

Register Now

 
 

iFactor has mobile solutions that can help utilities and customers alike to save time and money, quickly access important information and increase productivity. Interested in developing a mobile communications strategy for your utility? Watch our video and contact iFactor to learn more.

 
Sep
2

NV Energy Launches Notifi Alerts to Keep Customers Informed About Power Outages and Monthly Utility Bills

NV Energy has launched an implementation of iFactor’s Notifi program that sends customers weekly billing summaries, bill threshold alerts, and outage alerts by email, text message, or automated phone call. The alert program also allows customers to use text message keywords such as “BAL” or “PAY” to request account balance information or authorize a payment using a stored payment method.

According to a May 12 news release by the Utility, “[NV Energy’s] goal is to create value for our customers by giving them more options to manage their energy use and save money,” said Pat Egan, NV Energy Senior Vice President of Customer Operations. “We are excited to offer Weekly Billing Summaries to eliminate the surprise that can come with a customer’s monthly bill.”

In addition to the news release, the Utility promoted the outage notifications and weekly energy alerts on its Facebook and Twitter pages and created a webpage with a series of videos showing how to sign up for the alerts.

Facebook post promoting energy alerts

Facebook post promoting energy alerts

Tweet promoting outage notifications

Tweet promoting outage notifications

Tweet promoting weekly energy alerts

Tweet promoting weekly energy alerts

The alerts are part of a larger program at NV Energy aimed at improving customer communication and focused especially on the Company’s online and mobile communications. Quoted in an article by the Las Vegas Review Journal, Pat Egan said, “The new services create more of a partnership with our customers than just the ‘Here’s a bill, send us a check’ mode of doing business.”

NV Energy, Inc. provides energy services to 1.3 million customers throughout Nevada and nearly 40 million tourists annually. They are headquartered in Las Vegas, Nevada.

For more information about using Notifi to provide alerts and preference management, email iFactor at info@ifactorconsulting.com.

 
 

iFactor has mobile solutions that can help utilities and customers alike to save time and money, quickly access important information and increase productivity. Interested in developing a mobile communications strategy for your utility? Watch our video and contact iFactor to learn more.

 
Aug
26

iFactor and PSE&G to Present at the 2014 EUCI Outage Communications Conference in Chicago

October 28-29, 2014, Chicago, IL


We are excited to be participating in a joint presentation with New Jersey utility Public Service Electric and Gas (PSE&G) at the 2014 EUCI Outage Communications Conference, “Going Beyond Customer-Focused Outage Information – Addressing New Audiences.” With increasing weather-related outages and new regulations requiring more frequent communications, many utilities are finding they have new audiences who are demanding outage information. In addition to providing information to their customers, utilities are being asked to provide information to new stakeholders in their communities, such as local government, regulatory officials, journalists, and emergency responders. This presentation will cover some of the latest trends and innovations in outage communications and share the work PSE&G has done to expand outage communications to additional stakeholders in its region.

Please join us at the 2014 EUCI Outage Communications Conference

The conference will be held October 28-29, 2014 in Chicago, IL and will feature experts from across the U.S. sharing their experiences in dealing with outages and how their organizations are transforming the communications landscape. For more information, click here to download a PDF brochure.

As a sponsor, we are able to extend an EXCLUSIVE 15% discount* off the registration price to our colleagues, associates, and contacts for the event. Click the link below to register, and make sure to use the corresponding discount code: IFACC to receive your discount.

*Please note that these discounts cannot be combined with others, such as the 4th free discount. Discounts may be applied to new registrations only.

 
 

iFactor has mobile solutions that can help utilities and customers alike to save time and money, quickly access important information and increase productivity. Interested in developing a mobile communications strategy for your utility? Watch our video and contact iFactor to learn more.

 
Aug
20

Mississippi Power Adds Outage Alerts and Mobile Apps for Customers

On June 24, Mississippi Power announced the addition of two new communication tools – an outage alert system and a mobile app. Designed to help customers during outages and provide news about the company, these tools are part of an initiative to improve customer experience that also includes a redesign of the Mississippi Power website.

“Instant notifications are just one example of how Mississippi Power is evolving our service,” said Customer Operations Manager Charlie Sentell. “Making use of new technology is a great way to keep our customers in the loop.”

The outage alert system, which is powered by iFactor’s Notifi® product, provides outage notifications and restoration updates by text message, email, or automated voice message. Mississippi Power promoted the alert system with a video showing how to sign up, as well as a press release and posts on the Utility’s social media pages.

MS Power Outage Notifications Video

The Utility’s Outage Alerts FAQ page also includes information about how to register, including a required confirmation step, as well as a list of the keywords available for two-way text messaging and the types of outage alerts offered.

MS Power Text Messaging Keywords

Mississippi Power also launched a mobile outage app, powered by iFactor Mobile™, which provides a mobile version of the Utility’s outage map, tools for reporting an outage and checking outage status, and links to important phone numbers and the Utility’s social media pages. The app is available for Android and iOS devices.

MS Power mobile outage app home screen MS Power mobile outage app check power status MS Power mobile outage app map

More information about the Mississippi Power’s outage communication tools can be seen in an article featured in the July edition of South Mississippi Living magazine. For more information about the Notifi alert and preference management system or iFactor Mobile apps, contact us at info@ifactorconsulting.com.

 
 

iFactor has mobile solutions that can help utilities and customers alike to save time and money, quickly access important information and increase productivity. Interested in developing a mobile communications strategy for your utility? Watch our video and contact iFactor to learn more.