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Daupler and Overton Power District No. 5

Overton Power District No. 5 (OPD5) used to use a traditional call center to take customer calls and process requests for service. The call center was low tech and high cost, causing delays and charging on a per-call basis. There were delays in getting information to the crews, and customers were frustrated about the amount of time it was taking to resolve issues. The problems escalated during larger power failures, when a flood of customers would call in.

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OPD5 decided to partner with Daupler to help control costs and keep customers in the loop. With the implementation of Daupler RMS, they saw performance improvements across the board. The previous gap between the time a customer reported an issue to the time the crew received shrank from up to 45 minutes to just a few minutes. Crew members spend less time on the phone, and customers are more confident that their lights will be back on quickly.

We were getting calls from [our old call center] a half hour or 45 minutes after the customer had called in, which reflected very negatively on us. Our responsiveness and our ability to move on our calls and on outages has increased exponentially with Daupler.

Corey Dalley, Line Operation Manager

Daupler and Overton Power District No. 5

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Success Story: OPD5

Learn how OPD5 partnered with Daupler to replace their traditional call center and serve customers better.

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Features

The Daupler Response Management System

Daupler AI is the foundation of Daupler RMS. This proprietary technology allows organizations to gather valuable insights from incident data while empowering staff and customers with web-based tools that make it easier to gather and share critical information. Daupler AI results in more efficient call management, dispatch, response coordination, and incident documentation.

Daupler Answering

Many organizations use Daupler’s reliable answering service to manage after-hours or overflow calls. Daupler teams are trained in utilities and public services, so they can seamlessly serve as an extension of staff outside of regular operating hours.

Daupler Callout

Daupler Callout automates roster callouts to ensure on-call staff are contacted at the right time and in the right order. Daupler Callout enables quick and easy crew assembly once schedules, skills, and escalation trees are saved in Daupler’s platform.

Daupler Engage enables customers to send photos and detailed incident reports using a mobile app, web portal, or text message. It also allows customers to track response progress.

Daupler’s mass notification solution facilitates efficient and accurate communication with customers for a flat fee during planned maintenance or emergency incidents.

Event Detection

Event Detection facilitates a coordinated response when multiple calls or alarms are related to one incident. It reduces duplicate dispatches and allows callers to opt in to receive status updates related to ongoing response efforts.

Daupler Analytics

Daupler’s analytics module takes the data from Daupler RMS and turns it into powerful insights. Incident heat maps help with maintenance planning, and team metrics identifies potential coaching opportunities.