Case Study: How Rappahannock Electric Cooperative increased customer satisfaction with 96% text messaging opt-in rates

Increased Customer Satisfaction

Rappahannock was looking for a cost effective solution to communicate with their 150,000+ members during outages and keep customer satisfaction high.

In a recent survey, significant number of their members wanted to receive targeted text messages during outages with information such as

“What caused the outage?” “How many people are effected?” and “When the power will be restored?”

In order to provide such a service, Rappahannock went shopping for a Text Messaging vendor.

They had two criteria for selection – the vendor must have existing relationships with coops, and they must provide a solution that can be readily used to send out outage text notifications.

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