Entergy to use new outage communication tool
Feel that vibration in your pocket or hear your familiar ringtone? It could be Entergy Texas, Inc. letting you know your power is out and when it will be back on.
This proactive communication plan is a step toward keeping customers better informed during electrical outages. The new service will contact every customer affected by a power outage, whether they report it themselves or not, and provide updated information about the outage. When there is an outage, the company will either call the customer by phone or send text message updates.
“Customers tell us they want information about an outage almost as much as they want to have their power restored,” said Vernon Pierce, director, customer service, Entergy Texas, Inc., “and we listened.”
Outage information “touchpoints” include:
- Customers receive an initial outage message letting them know Entergy Texas is aware of their outage.
- Customers are notified when a serviceman arrives on the scene. If additional crews are needed, customers are notified with a change in estimated restoration time, as well as the cause of the outage.
- Customers receive a message when their power has been restored that includes the cause of the outage.
“We encourage customers to tell us how they would like to be contacted by calling 1-800-9OUTAGE (1-800-968-8243) and selecting option 5, or texting REG to 368374 from their cellphone,” Pierce said.
The company will not send outage notifications to customers during a “quiet time” period between 10 p.m. and 8 a.m. If the outage continues after 8 a.m., customers will then receive the most current update.
Customers who choose not to receive outage updates can be removed from the service by using one of the methods above.
Entergy Texas, Inc. provides electricity to more than 400,000 customers in 27 counties. It is a subsidiary of Entergy Corporation. Entergy is an integrated energy company engaged primarily in electric power production and retail distribution operations. Entergy owns and operates power plants with approximately 30,000 megawatts of electric generating capacity, and it is the second-largest nuclear generator in the United States. Entergy delivers electricity to 2.8 million utility customers in Arkansas, Louisiana, Mississippi and Texas.