💡Utilities (Power & Water)🇬🇭 West Africa

Outage to resolution — minutes, not days.

A national power utility uses Africall to manage outage reporting, prepaid token sales and field-team dispatch with real-time SLA visibility for the regulator.

−63%

Outage MTTR

24/7

Token vending

100%

Photo-verified jobs

Live

Regulator dashboard

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The challenge

What wasn't working

Outage reports lost in call queues. Prepaid token sales spiked at month-end and overwhelmed staff. Regulator demanded SLA proof.

The Africall setup

What we configured

USSD + WhatsApp outage reporting with auto-locate by meter number.
AI token-vending agent handles purchases via mobile money 24/7.
Field dispatch with mobile app, photo evidence, GPS audit.

Modules deployed

Voice & Calls AI Agents Ticketing Workforce Analytics

Channels

USSD WhatsApp Voice SMS

Languages

English Twi Ga Ewe

Customer journey

How it flows, end-to-end

1
Customer reports outage
USSD or WhatsApp, meter auto-located.
2
Crew dispatched
Nearest team gets job on mobile app.
3
Resolution + photo
Closeout photo uploaded, customer notified.
4
Regulator view
SLA stats stream to public dashboard.

"We turned the most-complained-about service into the most-trusted in 18 months."

Eng. Kofi B.

Customer Experience Director · JengoPower Utility

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