Customers lacked clear outage visibility
Lack of outage status updates
Support flooded with unanswerable calls
No proactive way to reach affected customers
Increased support demand
Agents blind to outage status in real time
No control over outages
External nbn infrastructure
No real-time outage infrastructure
Dependent on support systems
Design for customers and support agents
Cross-platform — web and mobile
66.4% reduction in customer calls
Enabled faster access to outage information
Reduced customer uncertainty during outages
Created reusable outage communication patterns
Faster awareness, lower support dependency
Real-time outage tracking
Outage restoration countdown
Push notification escalation
Estimated restoration timelines