Smart Grid Monitoring and Customer Self-Service Portal for a Regional Utility
Utilities
What They Were Facing
PeakPower served 320,000 residential and commercial customers across a three-state territory with ageing grid infrastructure and no real-time monitoring capabilities. Outage detection relied on customer phone calls, restoration times averaged 4.2 hours, and the call centre was overwhelmed during storm events with 80% of calls being status inquiries. The utility had no customer self-service portal, billing inquiries required agent interaction, and the growing adoption of rooftop solar was creating grid management challenges the existing SCADA system could not address.
How We Solved It
AQBEE built an integrated smart grid monitoring and customer engagement platform. Salesforce Energy & Utilities Cloud served as the customer engagement layer with a full self-service Experience Cloud portal for billing, usage analytics, outage reporting, and service requests. AWS IoT Core ingested real-time telemetry from 12,000 smart meters and grid sensors, feeding into a Tableau operational dashboard for grid operations. Amazon SageMaker models predicted equipment failures and optimised load balancing across the distribution network. MuleSoft integrated the legacy billing system, outage management system, and SCADA infrastructure. Automated outage notifications via Marketing Cloud kept customers informed with real-time restoration estimates, dramatically reducing call centre volume during events.
The Impact
Real-time grid monitoring and predictive failure detection reduced average outage restoration time from 4.2 hours to 1.8 hours.
Self-service portal and proactive outage notifications reduced call centre volume by 62%, saving $1.4M annually in operational costs.
Proactive communication, self-service tools, and faster restoration drove a 41-point improvement in J.D. Power customer satisfaction scores.
Predictive maintenance and real-time monitoring reduced the System Average Interruption Duration Index by 38% year over year.
“During our last major storm, the old system would have meant 50,000 phone calls and a four-hour average restoration time. Instead, customers got proactive text updates, checked restoration estimates on the portal, and our crews were dispatched automatically to priority locations. Calls dropped 62%, restoration was under two hours, and our J.D. Power scores jumped 41 points. AQBEE modernised both our grid and our customer experience in one project.”
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