Electric Utilities
Grace helps electric utilities deliver clear, human service at scale. When a customer asks why their electricity rates are so complex, she explains how usage tiers, time-of-day pricing, and local generation costs affect their bill — using the same knowledge their best agents rely on. Grace assists staff during calls and chats, ensuring every explanation is accurate, consistent, and easy to understand. Customers get clarity, agents get support, and utilities build trust through better conversations.
The calls that fill your queue.
Electric utilities live and die by the storm day. Volume that sits flat for weeks can go up tenfold in an hour, and the calls that arrive are the ones customers are most anxious about.
Outage reporting and restoration times
Grace confirms the caller's service address, checks the outage management system for an active event, logs a new report if there isn't one, and gives the current estimated restoration time — the single highest-volume call on a storm day.
High-bill and rate explanations
Time-of-use windows, tiered usage and seasonal rates are the hardest thing a CSR has to explain. Grace walks through the actual bill, compares it to prior periods, and explains what drove the change.
Start, stop and transfer of service
Move-ins and move-outs are routine, form-shaped work. Grace collects the service address, dates and identity verification, then writes the order into the CIS.
Payment arrangements and disconnect notices
Customers calling about a past-due balance need options, not hold music. Grace explains the balance, what a notice means, and the arrangements available under your policy.
What makes electric support hard.
- Storm and outage surges that no staffing model can absorb
- Time-of-use and tiered rate structures that generate repeat explanation calls
- Regulated response and reporting obligations
- After-hours coverage for outages that don't respect business hours
Answers from your system of record
Grace reads from the CIS and OMS you already run — including Cayenta, Harris NorthStar, CUSI and Advanced — so restoration times and balances come from the system of record rather than a static FAQ.
How the platform connectsReady to deliver faster, more consistent service?
See how Grace handles a real call on your systems — voice, chat, email and beyond.