customer satisfaction

Rappahannock increased customer satisfaction using textpower’s communications assurance program – With over 96% opt-in rate

Case Study Subject: Rappahannock Electric Cooperative

Business situation

Rappahannock was looking for a cost effective solution to communicate with their 150,000+ members during outages who needed increased customer satisfaction. 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 affected 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.

Solution

TextPower’s solution comprised of 3 modules that are based on it’s SmartAlertsTM product. The First, Communications Assurance Program: Identify all cell phone numbers in Rappahannock’s CIS and import them into a dedicated contact list. The Second, integration of text messaging with outage management system for automated delivery of text messages. The Third, a standalone manual text delivery system for emergency and information broadcasts.

The results were better than expected. Out of the 300,000+ contacts in the CIS, over 90,000 were cell phone numbers. After Rappahannock sent out a message introducing the new service, only 4% opted out. Seeing the tremendous acceptance of text messaging from their members, Rappahannock is exploring options of using text messaging beyond outage notifications for further increased customer satisfaction.

We’ve found a lot of value in quickly and easily communicating important information to so many of our members. The vast majority of our members see the value as well; 96% chose to keep it when they could easily opt-out.

~ Todd Jordan

Director of Member Solutions Rappahannock Electric Cooperative

Textpower’s Text messaging solution quickly became the most affordable and interactive way of sending outage notifications to their members after Rappahannock started sending out automated text messages for outages they got immediate positive feedback from their members and also reduced their contact center usage.

Textpower inc.

TextPower provides text messaging (SMS) solutions for mission-critical applications ranging from immediate communications with customers/staff to high security authentication of users. Our SmartAlertsTM platform provides utilities with tools that allow them to:

  • ✓  2-way text notifications of outages from/to consumers
  • ✓  Notify consumers to curtail load in real-time with “Beat The Peak” alerts
  • ✓  Simplify crew call-outs with text so they get the message when they cannot answer a phone
  • ✓  Reduce costs and burden on call center or IVR when major outages occur
  • ✓  Improve collections with real-time disconnect notices via text
  • ✓  Integrate OMS and other systems with our MultiSpeakTM interface
  • ✓  Easily integrate text opt-in processes with your website using TextPower widgets

Rappahannock Electric Cooperative

REC is a member-owned utility that provides electric service to nearly 160,000 connections in portions of 22 Virginia counties. The Cooperative was formed in 1980 aZer the consolidation of two cooperatives, Virginia Electric Cooperative in Bowling Green and Northern Piedmont Electric Cooperative in Culpeper. The Cooperative’s general office is in Spotsylvania County. REC operates and maintains more than 16,000 miles of power lines through its service area, which ranges from the Blue Ridge Mountains to the Cdal waters of the Chesapeake Bay. The Cooperative serves a variety of residential, commercial and industrial accounts.