Westar ifactor notifi outage reporting4/17/2023 ![]() IFactor Consulting develops customer communications solutions for the utility sector, delivering information to more than 100 million people in North America through deployments at more than 30 utilities. Power and Associates 2013 Electric Utility Business Customer Satisfaction Study, text messaging is one of the highest satisfaction-generating communications methods - second only to utility blogs. At the same time, text messaging drives customer satisfaction. The high level of text message usage provides utilities access to a large number of customers at lower costs than utilizing customer service representatives in their call centers. ![]() ![]() To find out more about the Notifi system, visit According to Pew Research, 91% of Americans own a mobile phone and of those, 81% use their phones for text messaging. For example, a customer can report an outage by texting the keyword “OUT” or request their current account balance by texting “STAT.” Over 700,000 conversations were initiated by customers’ inbound text messages, likely deflecting calls away from the utilities’ call centers. In addition to sending proactive alerts to customers, the Notifi text message channel allows customers to report outages and request information from the system. Email was utilized about half as frequently as text messaging, with approximately 2.5 million personalized emails sent by the system. Text messaging, including two-way text messaging, was the most frequently utilized communication channel within the system, with nearly 5.5 million messages sent from utility companies to customers and another 5.5 million received from customers. IFactor’s Notifi solution provides automated alerts to customers via SMS text message, email, app alerts and automated voice channels. “It’s clear that both utilities and the customers they serve see the benefits of using the automated mobile channel for real-time interactions.” “We’re excited to see the growth of the text message channel for utilities.” said Shazir Khan, iFactor’s CEO and President. These text messages helped utilities more efficiently reach and interact with their customers while driving customer satisfaction. Utilities using the iFactor Notifi® Alert and Preference Management solution exchanged nearly 11 million text messages with customers in 2013 about events such as bill due dates, inclement weather and power outages. ![]()
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