Customer self-help
IUC trained staff provides best practice instructions to assist the customers in resolving non-emergency service issues without the expense of dispatching a crew.
Improves restoration time
Utility avoids expense of dispatching after-hours crews
Issue is resolved sooner, improving customer experience
Prioritized service issues
IUC works with each client to establish priority levels for the most common requested service issues. The priority level set by each client, drives our dispatchers’ action to dispatch for immediate resolution or submit a service request.
Supports utility emergency, non-emergency service response strategy
Reduces overtime expenses associated with crews being dispatched for non-emergency service requests
Increases emergency service response time
Outage, service, and emergency support
Answering calls for utilities is important to making sure everything runs smoothly. IUC can provide seamless integration with your system so that the customers won’t even know a difference. Choose between after hours schedules and 24/7 coverage.
Disconnect/reconnect services (after hours)
We support calls for outage, disconnect for non-pay, service issues of any type, and emergency support needs; answering, documenting, notifying and performing full dispatch services as needed along the way. All utility channels are welcome; power, water, sewer, gas, public works… even city government.
Day time overflow (all call types)
Whether by percentage, time of day, or call type, we can help you peel off call volume as it comes in. Let us handle transaction calls so your staff can focus on the needs that require a staff representative’s expertise. Partitioning of calls is based on your telecom technology infrastructure.
Pre-cut notifications
We can send out pre-cut notifications via text, email, or calling. We then provide residents with easy payment methods they can do over any device, creating a smooth and seamless past-due revenue stream for you and a friendlier relationship with your clients while avoiding unnecessary costs.
Planned outage notifications
Provide a more transparent experience for your customers, and let them know you’re thinking of them by providing them advanced notice of outages in their areas. You’ll avoid multitudes of upset callers by keeping them informed of all the details ahead of time, and keep your phone lines relevant to other issues.
Gas services support
IUC is compliant with Federally mandated anti-drug and alcohol misuse testing requirements. Our gas service program quickly identifies the urgency level of each call, allowing our dispatchers to take the most appropriate action.
Outage restoration confirmation
Let all your clientele know when a restoration is in effect through mass messaging across text, email, and voice platforms. We can target select customers through data management to only send notices out to specific areas as well; day or night at specified frequencies.
SCADA Monitoring
Just provide us the same notifications you receive and we act as the dispatcher when crews need deployment. We’ll also prepare contact center staff and alert executive staff when specific levels of alert have been achieved as an integral part of your control center operations.
Water services support
These utility service issues are prioritized as emergency or non-emergency. This allows crews to respond quickly to emergency situations and the staff to schedule non-emergency issues to be resolved during normal business hours, saving the utility from paying overtime for non-emergency services.
Electric services support
These utility service issues are prioritized as emergency or non-emergency. This allows crews to respond quickly to emergency situations and the staff to schedule non-emergency issues to be resolved during normal business hours, saving the utility from paying overtime for non-emergency services.
Don’t see what you were looking for?
Give us a call to discuss your specific needs, and we can tell you if that’s something we can help you with or recommend you to someone who can. We’re always working on new ways to see to our client’s utility needs, so there’s always a chance we may have something that will work for you and your customers’ requests.