Con Edison Earns Chartwell Bronze Award for Outage Communications Excellence with Convey’s Technology

Partnership powered agile, high-throughput customer messaging during back-to-back New York City winter storms

DENVER--(BUSINESS WIRE)--Convey, a leading provider of customer engagement solutions for highly regulated industries, today announced that its partnership with Con Edison has been recognized with the Bronze Award for Excellence in Outage Communications in Chartwell's 2026 Best Practices Awards. The award honors Con Edison's response to two extreme winter storms that struck New York City in early 2026, during which the utility leveraged Convey's platform to deliver rapid, localized, and transparent communications to millions of customers.

By modernizing emergency communications and customer outreach, Convey helps utilities scale communications during critical events, strengthen resiliency, and build trust with the communities they serve. The Con Edison partnership demonstrates how purpose-built digital tools can transform outage communications from static and reactive to adaptive and responsive, even under the most demanding emergency conditions.

In January and February 2026, New York City experienced two severe weather events within weeks of each other: Winter Storm Fern, followed by a powerful February blizzard that dropped up to 24 inches of snow across the five boroughs and triggered a citywide state of emergency. Together, the storms placed extraordinary pressure on infrastructure, restoration crews, and the pace and transparency of communications with customers, elected officials, and the media.

Using Convey's purpose-built technology solutions for Utilities, Con Edison deployed high-throughput, ad hoc messaging that delivered localized updates to customers in near-real time across SMS, email, and automated voice channels. From January 1 through February 28, the utility delivered almost 400,000 communications to customers, including more than 215,000 estimated restoration time messages, nearly 46,000 ad-hoc emergency communications, and more than 88,000 restoration confirmations. Two pre-storm outreach campaigns delivered an additional 5.3 million text messages to help customers prepare for severe weather and report outages quickly.

The results reflected a meaningful shift in how customers chose to engage. Of the outage reports received during the period, 61% were submitted through self-service platforms such as the website, mobile app, SMS, and IVR, reducing strain on call centers and enabling more targeted communications. During severe weather events, 82% of customers contacting Con Edison about outages used self-service channels, compared with 76% during normal operating conditions. Post-restoration surveys showed 92% overall customer satisfaction, with 78% of respondents reporting they were "very satisfied" despite the difficult conditions.

“This winter’s extreme weather was another great example of the importance of staying connected with our customers. We’re committed to providing timely and accurate information so people can make informed decisions for their families and businesses. Our multi-channel messaging platform helps us keep connected with the communities we serve,” said Di Soares, Section Manager, Con Edison.

"Con Edison's response to these back-to-back storms is a powerful example of what modern outage communications can look like when utilities pair operational expertise with the right digital tools," stated Maulik Datanwala, CEO, Convey. "Serving one of the most densely populated and publicly scrutinized service territories in the country, Con Edison set a new bar for transparency, speed, and stakeholder coordination during extreme weather. We're proud that our platform helped power that effort, and we congratulate the entire Con Edison team on this well-earned recognition from Chartwell."

Con Edison is one of several leading utilities nationwide leveraging Convey's technology to proactively engage customers before, during, and after critical events. By combining intelligent workflows with proven scalability, Convey provides a repeatable playbook that the broader utilities industry can adopt to strengthen resilience and compliance while improving customer experience.

About Con Edison

For more than 200 years, Con Edison has powered the growth of New York City as one of the nation’s most essential energy companies. Today, it operates one of the world’s largest and most complex energy delivery systems, providing electric, gas, and steam service to nearly 10 million people across New York City and Westchester County—supporting a region that helps power the global economy.

About Convey

Convey is the engagement operating system for Utilities and regulated industries, delivering intelligent customer workflows that transform compliance into seamless, human-centered experiences. Purpose-built for complex environments, Convey enables timely, accurate, and personalized communication during critical moments, helping organizations reduce costs, mitigate compliance risk, and strengthen customer trust at scale. Convey is a portfolio company of OceanSound Partners and Energy Impact Partners. For more information, please visit goconvey.com.

About Chartwell

Based in Atlanta, Chartwell Inc. is a specialized information provider for the utility industry. We provide strategic research and facilitate issue-targeted forums for collaboration among industry peers. Our wide range of services ensures that our members have access to the best, most timely information available to make their business decisions. For more information, visit www.chartwellinc.com.