Schedule a demo
REACH Ad Hoc Orchestrator

Sequenced customer engagement

Avoid spreadsheets and manual uploads by automating personalized maintenance notifications with REACH Orchestration. Alleviate customer stress and complaints by keeping them informed of infrastructure upgrades, vegetation management, and periodic refreshes. The platform associates work orders & infrastructure with impacted customers and communication preferences, and delivers messages across text, email, voice, mobile, and print in accordance with your logic.

Download Brochure
Talk to our Experts

Avoid spreadsheets and door hangers

Automate real-time customer communications for immediate maintenance updates:

  • REACH is synchronized with customers and assets to instantly correlate work orders with impacted customers
  • Customized workflow to perform recurring notification reminders and updates for the duration of the event
  • Multichannel digital and print template management and delivery
  • Automatic channel selection based upon timeliness (from 3rd class letter to SMS)
  • Once the event occurs, restoration alerts continue the customer engagement
Talk to our Experts

Search and manage events

Automatic orchestration of messaging schedules that combines rules and messaging channels:

  • Modify exising events and REACH will re-sequence messaging reminders in accordance with complex logic
  • Create custom filters such as customer type, assigned assets, and geographic area
  • Update or cancel events to instantly inform customers in accordance with channel timeliness
  • Event and message search on dashboard and via data warehouse for analytics and reporting
  • Delivered from our secure cloud via SSO portal or API
Talk to our Experts

Customer engagement for the event lifecycle

Inform customers from work order creation to completion:

  • Trigger personalized template-based restoration alerts that include reasons and anticipated duration
  • Staged and on-demand templates offer flexibility to maximize relevance and personalization
  • Randomized branded surveys after restoration maximize engagement
  • Two-way reporting & status requests
Talk to our Experts

Efficient solutions for Municipal and Cooperative Utilities

Need advanced communication solutions tailored to your utility’s unique needs while maintaining a personal touch in customer relationships? AGENT511 REACH offers tools to enhance customer engagement and operational efficiency for municipal and cooperative utilities.

  • Instantly send text messages, emails, and voice calls tailored to customer data, ensuring timely and relevant communication
  • Seamless integration with spreadsheets, CIS, OMS, and GIS data, allowing easy automation and personalization
  • Use chatbots and live chat for enhanced customer interaction and support
  • Capable of handling high-volume messaging during emergencies, with robust security features
  • Create multilingual, flexible templates for various communication needs, from outage notifications to billing updates
Talk to our Experts

REACH Results

REACH is an award-winning application that has run consistently for over a decade.

  • AGENT511’s text messaging notifications are read 95% of the time (6-8x more than email)
  • During heavy storm activity, REACH processes 100,000+ outages every few minutes
  • Our client won the 2021 Chartwell Bronze Customer Care award for its implementation of REACH text chat
  • Over 85% of customers polled appreciated their outage notifications
  • Real-time AMI initial outage notifications alleviated 75% of contact center calls reporting the outage
Talk to our Experts
OUR IMPACT

REACH Customer Communications

A leading electric utility deployed REACH Orchestration to automate its planned outage notifications, increase real-time alerting, and improve accuracy. System reliability is crucial and vegetation management and infrastructure upgrades result in necessary disruptions. REACH allows our client to responsibly notify customers in advance and keep customers informed throughout the entire event. If changes must occur to the event, customers are notified immediately and the system automatically re-sequences alerts.

View Case Study

Schedule a demo

Schedule a demo