Case study

Utility provider · regional

A power-distribution utility consolidated outage alerts, bill-payment reminders, and service queries across SMS and voice on one platform.

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Challenge

When an outage event fired, reaching lakhs of impacted customers within minutes wasn't possible with the existing setup. Inbound bill-payment queries piled up in agent queues, and service-request status updates were manual.

Solution

CleverStack unified outage notification (mass SMS + voice broadcast), bill-payment reminder journeys, and an inbound IVR that handles routine queries before reaching a human agent. The platform handles bilingual routing and writes every customer interaction back to one record.

Results

Minutes

to reach lakhs of customers on outage

AI-handled

bill-payment routine queries

Consolidated

tools into one platform

We now reach lakhs of customers within minutes of an outage event, and inbound bill-payment queries are handled by AI before they reach a human agent. The platform replaced multiple point tools we were stitching together.

Utility provider · India

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