Updated outage map improves customer engagement

Updated outage map improves customer engagement

Access Mississippi Power’s online outage map by visiting outagemap.mississippipower.com

Mississippi Power has updated its outage map providing a better customer experience with more convenience and control to access timely outage information.

Unveiled in 2013, the online interactive map created by KUBRA, formerly known as iFactor®, still updates every five minutes and can be viewed from any device and all browsers at outagemap.mississippipower.com.

The new map provides more consistent information across the system and is easier for customers to navigate.

“Updates were based on customer survey results on their experience using the outage map and how they thought it could be improved,” said Customer Operations Manager Charlie Sentell.

“The new design has a current or modern look and feel to it,” said Jan Ross, systems analyst.

One change in the new design is the way in which outage details are displayed.

“When a customer clicks on an outage icon on the map, the details will be displayed in an Information Panel to the right of the map,” said Ross.

The map also contains links that will redirect customers to the Online Customer Care Center to report outages, check the status of an outage and sign up for outage alerts.

“This tool has great value and will be important in communicating with our customers,” said Engineering Services Manager Scott Cashwell, who serves as the company’s Emergency Operations Center coordinator. “It offers two-way communication with proactive messaging with estimated response times and updates to restoration times displayed on the outage information panel.

“Most outages are weather related and the new map has a weather overlay that is very exciting.”

In the blue menu on the left side of the page, the weather link allows customers to select radar and loop which shows existing weather and incoming weather.

“Being able to see the weather that is affecting their service will make it easier for customers to understand why their power is out and why there may be a delay in crews responding/restoration of service,” said Cashwell.

Mississippi Power, a subsidiary of Southern Company (NYSE: SO), produces safe, reliable and environmentally responsible energy for more than 187,000 customers in 23 southeast Mississippi counties. With nearly 160 megawatts of approved solar energy capacity, Mississippi Power is the largest partner in providing renewable energy in the state of Mississippi. Visit our websites at www.mississippipower.com and www.mississippipowernews.com, like us on Facebook, and follow us on Twitter, LinkedIn, Google+ and YouTube.