Use Case — Utilities

Boiler down at 11pm.
Tradespeople alerted before the customer calls back.

Boiler down at 11pm. Tradespeople alerted before the customer calls back.

The Problem

Utility providers promise 24/7 cover — but their dispatch process runs on spreadsheets

A customer calls at 23:00 reporting no heating. Your call handler logs the fault, checks a spreadsheet for out-of-hours contractors, leaves a voicemail, and promises a callback by 8am. The customer wakes up cold and angry, posts on X, and cancels their cover plan. Out-of-hours dispatch failures are your biggest churn driver — and they're entirely preventable.

How PipeIQ Solves It

Fault logged on your system — PipeIQ alerts the on-call contractor network instantly

24/7 automated dispatch: Works at 11pm, 3am, Christmas Day. No on-call coordinator needed. POST to PipeIQ when the fault is logged, contractors respond by SMS.
Geo-filtered routing: Only contractors within a defined radius of the customer's postcode receive the alert. Cuts irrelevant dispatches and improves accept rates.
Customer status update: When a contractor accepts, your system can trigger an automatic customer SMS — "An engineer is on their way." No handler required.
SLA breach escalation: If nobody accepts within your configured window, the job is escalated to the next tier automatically.

Real, Delivered SMS Example

What the contact received — for real

pipeiq.co.uk ✓ Delivered

"Hi Dan, your boiler breakdown report to Northern Energy has been received. An engineer will contact you to arrange a callout."

Sent 07 Aug 2026, 16:46 BST · Confirmed delivered · Reply STOP to opt out

A message, sent and delivered live on the platform. TPS-screened before every send. ICO registered: ZC164080.

One API Call

Fault reported. On-call engineers alerted. Customer updated automatically.

POST https://api.pipeiq.co.uk/v1/dispatch POST

{
  "api_key": "pk_live_••••••••",
  "campaign_ref": "utilities-ooh-dispatch",
  "lead": {
    "fault_ref": "FLT-2026-10293",
    "customer_name": "Brian M.",
    "postcode": "NE1 7RU",
    "fault_type": "boiler_no_heat",
    "time_logged": "2026-07-05T23:04:00Z",
    "sla_hours": 4
  },
  "radius_miles": 8,
  "message": "OOH job FLT-10293: boiler fault in NE1, customer Brian. 4hr SLA. Reply YES to accept."
}

Results

What utility providers and home cover companies see

Average engineer acceptance rate on out-of-hours fault dispatches

600+

Fault dispatches handled per month for a regional home cover provider

On-call coordinators needed — dispatch runs automatically around the clock