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Duke Energy

Case Study: Communicating with Customers in a Crisis

Vision

Duke Energy provides electricity and natural gas to more than 8 million customers across America. After Hurricane Irma led to a surge of inbound calls to their call centers, they sought to revise their emergency response strategies.

Strategy

Duke Energy found that 70% of its proactive outage communication program participants preferred receiving SMS communications over email or voice. They tested this new approach of proactive customer communications in 2018 when Hurricane Florence began to wreak havoc in the Carolinas.

Action

Duke Energy worked with their partner to set-up SMS communications with millions of their customers in less than 24 hours during the Hurricane Florence crisis.

Results

Duke Energy and their partner successfully delivered over 7 million SMS messages utilizing short codes, keeping Duke Energy customers safe, informed, and apprised of progress throughout the restoration and recovery process. This partnership helped Duke Energy reduce costs, increase consumer satisfaction and minimize storm fatigue of their employees.

Learn more about Message Broadcast.

Partners

Message Broadcast