Go360 Customer Care
Powerful tools for responsive customer care and service.
Customer care representatives have everything at their fingertips when customers are reporting loss of power, incidents such as broken poles or downed power lines, or to schedule a power connect / disconnect when customers move.
As representatives take a call they can identify the customer, view account information, and complete account history on screen. 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.
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. 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.
Go360 Customer Care 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, an estimated time when power can be restored, and any other updates.
Management reports can be 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.