Smart Organization of Query Management

Realize emergency hotlines and channel incoming calls to the right info announcements

The uninterrupted, fault-free provision of electricity, water, gas or district heating is the bedrock of the range of services that are provided by any public utilities and network provider. And yet we cannot safely exclude that construction work, extreme weather conditions, electrical overloads and other failures or breakdowns can indeed cause disturbances in the mains supply or disruptions along the various lines.

When the electricity suddenly fails, when water stops coming from the tap and when the heating system breaks down, electrical consumers are confused and unsettled and this is where they will pick up the phone. Ideally in such an emergency, the public utilities companies have already installed 24/7 service hotlines where disturbances can be reported and information is provided.

Via their service number, the on-call hub staff is e.g. notified of glitches in the street lighting or gas smells. They must quickly initiate all corresponding measures, inform the right responders and coordinate the on-call standby. In major disruptions however, e.g. when a blackout affects entire parts of an urban area over a longer period of time, mass calls are received that are not only hardly manageable by the service staff, they also congest the lines that are needed for other occurrence reporting or that must be kept open at all times for emergencies like the reporting of gas smells.

Our Solution

DAKS filters and organizes all incoming calls to the service number. This is achieved either through interactive caller behavior where number keys are pressed to reach the right service (electricity, water, gas, district heating etc.), or by applying preconfigured filtering rules. In this way, callers from prioritized places can be routed directly to the responsible contact person.

For all incidents that are already known, callers get a voice message for assurance and the most important information. They hear the precise areas that are affected, learn that by now the service staff has arrived at the site and are assured that the repair work is already underway. Voice messages that are regularly updated to relay the latest repair process not only keep callers up to date, they also enable every caller to estimate and understand by what time the disturbance will probably be removed.

This relieves emergency call lines considerably from having to sort out identical enquiries, and greatly accelerates the overall processing time. At the same time, this keeps lines open for important messages. Callers who know more on a particular incident or who want to report a new one are immediately put through to the corresponding service members. Urgent matters, e.g. a caller who wants to report a gas smell, are prioritized and directed right away to the responsible person in the service hub. 

If wanted, the original voice messages in which callers reported a fault and that were recorded by the system, are automatically played to the on-call services when these calls are put through.

Your Benefits

At a network operator or public utilities company, the establishment of service hotlines is a decisive measure when it comes to processing incident reports as quickly as possible while at the same time answering to the high demand for information on the part of the the callers.

Realizing this range of services with the help of DAKS enables you to master every unexpected major increase of incoming calls. In addition, it is exceptionally cost-effective as DAKS automates the organization and filtering of all calls to the hub.

• The workload on your staff is reduced.
• Recurring and repetitive processes and tasks are simplified and the overall processing of incidents is accelerated.
• Malfunctions are remedied faster and more efficiently.
• Cost is obviously saved.
• Client friendliness and customer satisfaction increases.