More Than a Call Center. An Extension of Your Utility.

Every utility strives to deliver exceptional customer service while carefully managing operational costs. Achieving both can be challenging, especially when after-hours calls lead to unnecessary truck rolls and overtime expenses.

That’s why ECG is committed to helping members improve operations, enhance customer service, and strategically align with trusted industry partners that deliver measurable results. One such partner is Interactive Utility Communications (IUC).

The results speak for themselves.

In 2025, ECG communities utilizing IUC’s services avoided an estimated $283,475 in unnecessary after-hours response costs by reducing unnecessary truck rolls and ensuring customer calls were evaluated before dispatching personnel.

More Than a Call Center

IUC is not your typical answering service. They become an extension of your utility.

Their highly trained customer service representatives and dispatchers are specifically trained in electric, water, wastewater, gas, and public works operations. This specialized knowledge allows them to confidently assist customers, identify common service issues, and determine when a situation requires immediate attention or can safely wait until normal business hours based on procedures established by the utility.

To the customer, the experience is seamless. Most callers never realize they are speaking with IUC rather than their local utility.

Understanding Your Utility

What truly sets IUC apart is the time they invest in learning how each utility operates.

Every community has its own procedures, priorities, and expectations. Rather than offering a one-size-fits-all solution, IUC works alongside utility staff to develop customized call handling and dispatch protocols that mirror each utility’s daily operations.

Their dispatchers are trained to understand the difference between customer side and utility side responsibilities, helping ensure that only calls meeting predetermined criteria result in an after-hours dispatch.

For example, many service calls can be resolved over the phone or safely deferred until normal business hours, including:

• Customer-side breaker issues that can be reset without dispatching a crew.
• Minor water leaks that are not affecting water pressure or interrupting service.
• Service requests that can be inspected during regular business hours without impacting public safety.

Every unnecessary truck roll that is avoided represents approximately $150 in savings, creating measurable financial benefits for participating communities.

Building Relationships Beyond the Phone

Being more than a call center also means building relationships.

IUC is an active ECG Strategic Partner that regularly engages with members throughout the year. Their team attends ECG conferences and events, where they network with utility directors, managers, supervisors, customer service representatives, and operations personnel.

These conversations provide valuable insight into the evolving needs of public power communities while allowing members to learn firsthand how IUC’s services integrate seamlessly with utility Customer Information Systems (CIS).

Through live demonstrations, members can see how work orders are created, dispatched, and managed, making the transition between IUC and utility staff virtually seamless.

More Than Cost Savings

While the financial savings are significant, many communities discover additional benefits after partnering with IUC.

By reducing unnecessary calls to internal staff and dispatch centers, utilities are able to improve employee morale, increase operational efficiency, and allow field personnel to focus on issues that truly require immediate attention.

The City of Lawrenceville experienced these benefits firsthand.

Discover how Interactive Utility Communications can help your utility

If you’re looking for ways to reduce after-hours response costs while maintaining outstanding customer service, we encourage you to learn more about IUC and discover how it can become an extension of your utility.

Website:
www.interactiveutilitycommunications.com

Greg Steele
[email protected]
844.679.3714