Tekla Xpower enables quick and efficient customer service by giving the customer service staff all the network information they need in a single package.
With Tekla Xpower, the utility can serve their customers as follows:
- Customer calls, in the form of trouble calls and interruption status enquiries, can be processed quickly and easily, as the customer service staff has instant access to all the relevant
information about the customer, the current status of the network,
and the estimated time of power restoration after a fault or a planned work interruption.
- Interruption status-related calls that reach the customer service staff can be minimized using an Interactive Voice Response (IVR) system. If Tekla Xpower Distribution Management System (DMS) is integrated with a Supervisory Control and Data Acquisition (SCADA) and IVR, DMS can process the details of all on-going interruptions and provide appropriate information to the IVR.
- Customers affected by fault interruptions or planned work interruptions can be identified and, if DMS is integrated with third party multi-channel communication systems, automatically informed by Short Message Service (SMS) or e-mail.
- When a potential new customer calls, the customer service staff has access to information concerning the current network and any network-related plans, such as future extensions and new customer points. The details of any offers to the new customers can be stored in the database to help with future planning.
- Enquiries on the location of cables, for example, for any excavation projects, can be answered promptly and in detail.
With Tekla Xpower, the electricity distribution utilities can also provide e-services, such as the Internet Map Service, to their customers.
