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Improving customer service for Berea Municipal Utilities

Whether their questions are related to billing or an outage, customers want answers and fixes. Berea Municipal Utilities uses Daupler to respond faster, to share information with customers and team members, and to ensure calls and incidents don’t get lost.

You'll learn how they:

Use Daupler's Events Tool to handle high volumes of calls during large service interruptions
Can call on Daupler when their own customer service team is overwhelmed
Leverage photos and notes provided by customers to respond faster
Discovered tons of after-hours billing calls that they are now able to address during normal business hours

"With Daupler, you're going to get a more efficient way to assign your personnel. You're going to have the hard data you can present to your customers. It's at your fingertips to where you can show that you're really all about customer service as a utility."

- Kevin Howard, Berea, KY

Improving customer service for Berea Municipal Utilities

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Client success story

Download this case study to learn how Berea Municipal Utilities uses Daupler to improve customer service in a number of ways.

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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.