CASE STUDY
Utility Company Transforms Outage Management with Predictive AI
Summary
Company: $85M regional utility with 350 employees.
Wrong Starting Thought: “We just need an outage app and a billing chatbot.”
Why That’s Wrong: Standalone tools don’t talk to each other — creating confusion, service issues, and compliance risks.
WhatIf Approach: Strategy-first roadmap. Step-by-step rollout → outage prediction → billing automation → customer support AI.
Results: $5M saved in 90 days, $15M ROI in one year, 35% fewer outages.
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Company: $85M regulated utility company.
Problem: Frequent outages and billing confusion were costing millions and damaging trust.
Win: $15M ROI and 35% fewer outages.
Transformation: Shifted from reacting to problems to predicting and preventing them — with customers at the center.
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Challenges:
Outages were unpredictable and frequent.
Call centers were overloaded with billing issues.
Hidden costs: $10M per year in penalties and labor.
If nothing changed: Regulatory fines would grow and customers would leave.
If they only added tools: Outage apps alert after problems happen, not before. Chatbots didn’t connect to billing systems, making things worse.
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$5M ROI in 90 days
$15M ROI in one year
Outages reduced by 35%
Customer satisfaction (NPS) up 20 points
WhatIf Solution (1–1–1 Formula)
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Built a roadmap showing $15M in potential gains. ROI math: avoided penalties and customer churn ÷ $700K investment.
1
Day
Launched outage prediction and billing AI tools. ROI: $5M return on $1M investment (5x).
1
Quarter
Rolled out in order: (1) Outage prediction, (2) Billing automation, (3) Customer concierge AI. Together, they delivered $15M ROI.
1
Year
CLIENT FEEDBACK
“Now we fix problems before customers even notice.” – CEO
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