ENW prepares for winter with new scalable contact centre

Electricity North West has gone live with a new cloud-based contact centre which will help it scale up customer interaction in response to extreme weather events.

ENW prepares for winter with new scalable contact centre

The new system is integrated with ENW’s property management database in order to allow the DNO to rapidly identify customers in need of information about outages and service restoration. The system is also set up to personalise the information delivered.

As a cloud-based platform, the contact centre, known as Storm and provided by technology partner Content Guru, is able to scale up to receive increased demand for customer interaction during extreme weather events.

Adoption of the new system follows severe disruption to power supplies in ENW’s license are last winter when storms Desmond and Eva hit the UK.

Following go live for the new solution, Stephanie Trubshaw, head of customer experience at ENW, commented:“The weather can have completely unpredictable effects on our network, but Storm [the solution] ensures that we never have to compromise on service quality and can always connect our customers to the vital information they need.”

The Storm solution is now used by over half of the UK and Ireland’s electricity distributors, according to Content Guru.


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