Submitted by OPALCO

OPALCO has a new phone system that improves the way members receive outage information. Callers start out with an automated menu and press a key to reach what they are looking for.

The new system also offers the following:

– For after-hours and during busy outages, OPALCO contracts with Cooperative Response Center, a sister co-op shop that serves over 40 rural electric co-ops.

– Every phone call can be answered, if not by OPALCO staff, then by the 24/7 dispatch center – no more busy signal or phones turned off during high-volume outage management.

– Every time someone reports an outage on the phone system, OPALCO’s outage map is automatically updated and crews can more quickly predict where and how big outage events are, speeding up their response and restoration times.

– Members can access the same outage map that crew uses from their smartphones – or anywhere they have internet access – giving members real-time outage updates.

– The new system is saving members money, which translates to a lower cost of service and reduces future rate increases.

OPALCO is calling for local musicians who are willing to share their music for the phone system. OPALCO would like to feature a local musician each month and, in exchange, will share their profile and links to their music in our monthly newsletter. “While we can’t afford to trade the benefits and efficiencies of our new phone system for the old way: ‘keep on calling until you get through to a person’,” said Suzanne Olson, public relations administrator, “we can feature familiar voices and highlight local talent in the music.”

Why did OPALCO install a new system? The old phone system was starting to fail. With members’ growing demand for real-time information, OPALCO needed a system that could meet the needs of staff and members. OPALCO staff answer the phones during the day and dispatch crews when outages occur. When the volume of calls becomes too high to handle, the phones switch over to the 24/7 dispatch center. “We just can’t handle the volume of calls,” said General Manager Foster Hildreth. “We know our members prefer to speak with someone local – and we’re sorry that we can’t always make that happen.”

The greatest benefit of the new system is in how it improves power outage management. OPALCO’s online outage map is updated in real time and staff are freed up to deal with restoring power. The staff at the CRC may not be familiar with the “house just past John’s Pond,” but they are well trained to handle emergency calls, dispatch crews to get the power back on, and keep outage info flowing to members.

When an outage happens member can:

– Check on their internet-connected devices.

– Call 360-376-3500 to report an outage

– Call a friend who has a smartphone, can access social media or the website for outage info and updates.