Frequent power outages in Ottawa’s utility grid left residents without electricity for extended periods—impacting safety, comfort, and quality of life. Hydro Ottawa wanted to offer a rapid-response Battery Loan Program to deliver portable backup batteries to affected customers when outages occurred.

To make this viable at scale, the entire program needed a digital foundation: a way to track battery inventory, manage delivery workflows, automate customer communications, and monitor usage. Manual tracking or offline coordination would make it unscalable during storm seasons or city-wide disruptions.

The solution had to be fast, accurate, and easily operable by agents on their existing platform. It required a system that could manage battery assets in motion, capture status updates, and surface operational metrics—all within Service Cloud.