Measured outcomes
Inbound call volume during outages: down 64%
Customer NPS during outages: +22 points
Average time-to-customer-notification: under 8 minutes from outage start
A regional utility serving 1.4M customers experienced predictable inbound-call surges during weather-related outages — overwhelming the contact center exactly when accurate information was most valuable.
ServiceNow CSM integrated with the outage-management system, generating proactive SMS notifications to affected customers (estimated restoration time, status updates). Self-service portal for outage status. Voice IVR with case-aware responses.
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