More than 1 million subscribers receive text alerts or automatic calls when the power goes out
CHARLOTTE, N.C. -- CS Week today presented Duke Energy with its Best Mobility Implementation Award for the company's proactive customer outage notification program, which automatically provides registered customers with information about their power outage.
Duke Energy won the award for utilities with more than $500 million in gross revenue. The announcement was made during the organization's 2016 Expanding Excellence Awards presentation in Phoenix.
The nominations were evaluated based on innovation, complexity, improved service levels, customer service improvement and a cost-benefit analysis.
Gayle Lanier, senior vice president of customer services, accepted the company's award.
"We're working hard to provide customers with real-time information so they can make decisions," said Lanier. "While no one ever wants to experience an outage, our customers value the proactive outage notification program that provides real-time information so they can plan accordingly. The success of this service is an indication we're on the right track in meeting our customers' needs."
The program recently exceeded 1 million subscribers since it launched companywide in Duke Energy Progress and Duke Energy Florida in August 2015, and in Duke Energy Carolinas, Duke Energy Indiana, Duke Energy Ohio and Duke Energy Kentucky in November 2015.
To register for this service, Duke Energy customers simply need to text REG to 57801 (standard text and data charges may apply).
The CS Week 2016 Expanding Excellence Awards program honors outstanding contributions and innovations in utility customer service in four award categories: Best Mobility Implementation; Best CIS Implementation; Best Devices, Data and Analytics Project; and Innovation in Customer Service.
About Duke Energy
Headquartered in Charlotte, N.C., Duke Energy is a S&P 100 Stock Index company traded on the New York Stock Exchange under the symbol DUK. More information about the company is available at duke-energy.com.
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Media contact: Meghan Miles