Utilities
Keep customers informed when everyone calls at once.
HiloVoice takes outage reports, shares restoration estimates, answers billing questions, takes payments, and processes start, stop, and move requests — at any volume.
Outage event — Zone 14
2,140 customers affected
- Calls answered
- 486
- New reports logged
- 37
- Callbacks requested
- 52
- Transferred
- 4
Current call
1410 Willow Ct- Service address verified
- Matched to known outage
- Est. restoration shared: 4:30 PM
- Restoration callback requested
Outcome
CompletedCallback scheduled for restoration
Step 1
Customer calls
Outcome
Record updated
Before HiloVoice
Sound familiar?
- Storm outages generate more calls in an hour than a normal week.
- Customers call to report an outage you already know about.
- Bill and payment questions dominate the queue the rest of the year.
- Start, stop, and transfer requests need the same data collected every time.
- Payment arrangements made by phone don't always get recorded.
With HiloVoice
From call to completed outcome.
The same steps on every call, in the order you set, ending in a result your team can act on.
Step 1
Customer calls
Step 2
Account or address verified
Step 3
Request understood
Step 4
Outage or account looked up
Step 5
Resolved, scheduled, or routed
Outcome
Record updated
What changes
Less phone work. More finished work.
Absorb the surge
Answer every outage call with the current status and estimated restoration.
UtilitiesLive call
- Customer calls
- Account or address verified
- Request understood
- Outage or account looked up
Log outage reports
Capture location and details from callers in areas without a known outage.
Handle billing year-round
Balances, due dates, payments, and arrangements without a wait.
Process service requests
Start, stop, and move service with the information collected up front.
FAQ
Frequently asked questions
Can't find what you need? Email [email protected] and we'll get back to you.
