Energy & Utilities
Reducing utility downtime and improving response coordination
DCS supported a utility digitization program that improved outage response, field coordination, and digital service adoption across multiple districts.
+58%
Resolution speed
14
Districts
2.4x
WhatsApp adoption
Challenge
The utility faced delayed outage response, inconsistent customer communication, and limited visibility into how field teams were tracking service requests.
Approach
Created a more centralized operating view for outage activity, consumer communication, and crew response.
Introduced geo-tagged field workflows and stronger SLA visibility for managers.
Expanded digital self-service through messaging-based service touchpoints for alerts, bills, and complaints.
Results
Faster coordination across field crews and administrators reduced downtime and improved accountability.
Digital service channels gained adoption because customers had clearer, easier options for common interactions.
The client was better positioned to extend modernization efforts into broader utility performance and reporting programs.