Our Case Studies

UTILITY PLATFORM

 

Utility | Exelon/ComEd

ComEd increases customer satisfaction with proactive outage communications

ComEd

Challenge

ComEd’s eChannels team was tasked by company leadership to identify new methods for customer engagement, particularly in the wake of several major storms to hit its operating region. The ComEd team identified proactive outage restoration communications as a significant opportunity to delight their customers and began pursuing text outage communications in partnership with AGENT511, well ahead of the industry.

Application

ComEd outage reporting runs on AGENT511’s REACH solution, a two-way SMS communications platform that allows electric customers to report outages via text and Twitter to the utility, and to subscribe for proactive text message (and later email, voice, and mobile push) alerts. Customers subscribe via text, interactive voice and preference web page. The system validates the customer’s account status and acquires the necessary premise and account information to apply messaging templates and process relevant alerts.

Key factors:

  • Deployed in 2008 with ComEd, an investor-owned utility serving 3.8 million customers
  • Supported on all major and regional USA mobile carriers
  • Two-way interactive outage reporting and alerting
  • Integrated with outage management and CRM

Result

The application has run consistently for seven years and has received praise from customer focus groups. Over 85% of customers polled appreciated the outage notification. During heavy storm activity, REACH processes 100,000+ outages every few minutes.

EMERGENCY PLATFORM

 

Emergency | Bell Canada 9-1-1

Canadian telephone carriers improve access
to 911 services to the deaf, hearing, and
speech impaired community

BellLogo

Challenge

Bell Canada took the initiative under the auspices of the CRTC’s Emergency Services Working Group (ESWG) to identify, procure, and build a 911 solution to better meet the needs of the deaf, hearing, and speech impaired community in Canada.

Application

AGENT511’s solution, TEXTBLUE, provides session oriented, multicarrier text messaging for 9-1-1 centers in Canada as part of the CRTC T911 initiative. It offers registered wireless users the ability to engage in text messaging communication with a 9-1-1 call taker when they are unable to dial or speak in an emergency. AGENT511 and its partner, Impact Mobile, were awarded the project by competitive process. Delivering both a pilot and production program, they brought a high-availability and secure service that meets the needs of the accessibility community building a template for next-generation emergency services in Canada.

Key Factors:

  • Deployed TEXTBLUE in 2012 with a local SMS gateway and Bell Canada
  • Supported on all major Canadian mobile carriers
  • Secure, geospatially routed SMS text messages delivered via browser for two-way
communication with voice notification to PSAPs
  • Delivered Nationwide in Canada to all 9-1-1 centers including Toronto, Vancouver and Montreal

Result

The Canadian Emergency Working Group approved use of TEXTBLUE and text messaging services Nationwide in January 2013. The CRTC formally ordered the carriers to support the service, allowing Canadians in need of texting services to use SMS to reach 911.

EMERGENCY PLATFORM

 

Emergency | Greater Harris County 9-1-1

AGENT511 delivers Greater Harris County
9-1-1 new communication channels to the
residents of Houston and surrounding areas

Greater-Harris County

Challenge

The deaf, hard of hearing, and speech impaired community expressed a need to Greater Harris County (GHC) 911. A new solution was required to provide emergency service access to their residents.

Application

AGENT511’s TEXTBLUE solution provides GHC with session oriented, multicarrier text messaging for 911 centers in Harris County and adjacent communities. TEXTBLUE requires no registration and allows citizens to text to 911 in the applicable jurisdictions. A parallel voice call notifies the emergency center call taker of the incoming text messaging session and the TEXTBLUE browser application is utilized to interact with the citizen. TEXTBLUE was among the first hosted platforms used by the District and provided the needed access required. The application was upgraded to support Next-Generation features such as one-click call back-up, call routing, and automated Spanish language translation.

Key Factors:

  • Deployed TEXTBLUE in 2012 with SMS short code sent via AGENT511
  • Upgraded in 2014 to comply with ATIS Standard J110 for Text to 911
  • Supports Verizon Wireless, AT&T, T-Mobile and Sprint
  • Secure, geospatially routed SMS text messaging delivered via browser for two-way
communication with automated voice notification to PSAPs
  • Delivered to City of Houston Emergency Center, Harris County Sheriff’s Office and 32 
adjacent PSAPs

Result

TEXTBLUE was selected as one of the few commercially deployed, text chat platforms for public safety and local government. Greater Harris County now receives thousands of texts per month and the platform has been responsible for answering numerous distress calls. The service is open to the GHC public, but most importantly provides a real-time channel to emergency services for the deaf, hard of hearing, and speech impaired community. Since initial deployment, the platform has been enhanced to support remote archival and automated best effort bilingual translation.

MUNICIPAL PLATFORM

 

Municipal | City of Chicago ChiTEXT

City of Chicago reduces 311 call times with
service request ChiTEXT.

Challenge

The City of Chicago was seeking new communication solutions to mitigate call volume at its 311-call center while fostering innovation and government transparency. The City needed a two-way mobile accessible platform to be delivered as part of the City’s comprehensive strategy, offering new communication channels in connection with their Open311 initiative.

Application

ChiTEXT (Text “CHICAGO” to 311311), a two-way SMS application built from AGENT511’s solution CITYTEXT, allows citizens to submit SMS text messaging service requests to the City. ChiTEXT also queries information such as locations of towed vehicles, office information, and police and city council districts. ChiTEXT offers service requests including, but not limited to, potholes, graffiti, street repairs, building violations and restaurant complaints. Each request is comprised of 3-5 “flex questions,” intended to acquire information that is submitted via interface to Open311/Motorola. In addition to positive responses, ChiTEXT records and responds to negative responses and missing information.

Key Factors:

  • Deployed ChiTEXT in 2009 in partnership with Motorola Solutions
  • Provides trouble ticket resolution updates to citizens via text
  • Two-way interactive knowledgebase, service requests, and service updates
  • Integrated with Motorola Premier CRM, GIS, and Open311

Result

The City selected AGENT511’s CITYTEXT platform to launch their new text messaging initiative on the short code 311311. Hosted by AGENT511 in partnership with Motorola, the application serves the City’s goal to deliver mobile services to citizens looking for quick “on-the-go” information. Residents of Chicago have embraced the new channel which has been publicized on local broadcast TV.

ENTERPRISE PLATFORM

 

Enterprise | Republic Bank

Republic Bank Tax Payer Solutions increased
customer engagement with integrated text
alerts.

RepublicBank-1

Challenge

Republic Bank’s taxpayer service identified that a high volume of incoming calls during tax time were mainly regarding information related to the amount and status of refunds. To mitigate these calls, and differentiate the tax service, Republic Bank selected AGENT511’s REACH text messaging service.

Application

AGENT511’s REACH solution provided Republic Bank with the high volume, integrated solution they were seeking. Offering template-based alerts to customers, notifying of the status and amount of their refunds, the platform allowed for outbound-triggered communications, opt-in preferences, two-way messaging, and instant text STOP to unsubscribe.

Key Factors:

  • Deployed REACH in 2013
  • SMS text messages sent via AGENT511’s 511511 short code solution
  • Platform was integrated and tested rapidly, within weeks of the project start
Result

During tax season, Republic Bank sends millions of text messages to customers notifying of tax refund statuses. This offers their customers a higher level of service, the ability for instant feedback, and mitigates call center volume. The REACH platform is scaled to meet the burst needs of Republic Bank cost-effectively. Hosted in AGENT511’s secure datacenter, the platform was quickly deployed without new infrastructure and while maintaining the integrity of the Bank’s information.

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