OMS integration
Outage status and estimated restoration times taken directly from the outage management system.
Industry focus
Outage and customer communications
We tell affected customers what is happening during an outage, quickly and in their language.
During an outage, customers judge a utility by how quickly and accurately it tells them what is happening. We connect the outage management system to SMS, app and web channels, set message templates in Arabic and English, and prepare a major-event mode that scales notifications without overloading the contact centre.
SMS sender names must be registered with TDRA in the UAE and CST in Saudi Arabia, and outage notification is part of the service standards utilities agree with their regulators.
How the work is organised
Customer notifications
Arabic and English messages by SMS, app and web, sent to the customers actually affected.
Major-event mode
Pre-agreed messages, thresholds and contact centre scripts for storms and large incidents.
Are you ready to start?
Grid reliability comes first, so operations and HSE should agree these points before work starts.
- The outage management system can provide status and restoration estimates.
- Customer contact data is current enough to reach those affected.
- Message wording has been agreed by communications and legal.
Talk to us about outage and customer communications
Share where you are today and the dates that matter. We will propose a first phase with clear scope, owners and costs.