By: Laura Steiner, Local Journalism Initiative Reporter, The Milton Reporter
Milton Hydro Distribution Inc. (Milton Hydro), a subsidiary of Milton Hydro Holdings Inc., has been recognized with the Excellence in Innovation Award by the Milton Chamber of Commerce at the 2025 Milton Excellence Awards Gala. The honour celebrates Milton Hydro’s leadership in leveraging technology to transform customer service, enhance accessibility, and prepare for the coming “electrification of everything.”
The award recognizes Milton Hydro’s 2024 launch of a cloud-based OMNI-channel customer service platform, a groundbreaking system that redefined how residents connect with their local utility. The platform unifies phone, email, and online support through a single intelligent interface powered by AI—offering faster response times, greater transparency, and round-the-clock accessibility.
Key innovations include a 360° Customer View that integrates interactions across all channels, enabling staff to deliver highly personalized and informed service; an AI-Powered Virtual Assistant that handles routine inquiries, provides self-service options, and ensures 24/7 access to account balances, outage reports, billing information, and energy-saving tips; a revamped IVR Phone System featuring intuitive navigation, proactive messaging, and call-back options to improve accessibility and reduce wait times during peak periods or outages; Real-Time Analytics and Sentiment Analysis that offer actionable insights for ongoing improvements, agent training, and enhanced customer satisfaction; and Operational Insights for Capital Planning that leverage deep data to anticipate future trends, optimize resources, and plan for growing energy demands.
“Milton Hydro’s innovation journey is driven by our customers,” said Troy Hare, President and CEO of Milton Hydro. “We’re honoured by this recognition from the Milton Chamber of Commerce and join our fellow nominees in thanking the community for its continued trust and support. This award celebrates the creativity, dedication, and teamwork of our employees who constantly seek new ways to make our services more transparent, accessible, and responsive to the needs of our growing community.
“As Ontario’s local distribution companies prepare for the electrification of everything, utilities must embrace technology to meet rising demands on the grid and our resources. Our OMNI-channel transformation positions Milton Hydro at the forefront of that change.”
Serving more than 44,000 customers, Milton Hydro continues to lead the way in digital transformation and customer engagement.
Milton Hydro is the local electricity distribution company serving over 44,000 residential and business customers within the Town of Milton and surrounding areas. A wholly owned subsidiary of Milton Hydro Holdings Inc., which is owned by the Town of Milton, the company has provided safe, reliable, and affordable electricity service for nearly a century. Milton Hydro remains committed to enabling the “electrification of everything,” ensuring customers stay powered for generations to come.
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