Orlando Utilities Commission (OUC) has built its reputation as 'The Reliable One' serving one of the most demanding service territories in the country—including a major international airport, world-class theme parks, and over 140,000 hotel rooms. At T&D World Live 2024, OUC shared how distribution transformer monitoring helped close the gap between the substation and the meter. In this follow-on session, Melvin Liwag takes attendees beyond the initial deployment to show what happened next: how real-time data shifted OUC from reactive troubleshooting to proactive grid management, how visibility transformed customer conversations from complaints into collaboration, and how the platform is now expanding into new use cases—including feeder monitoring, theft detection, and critical facility support. This is a practical, outcome-focused session grounded in real deployments with real commercial and industrial customers, offering a replicable framework for using distribution-level monitoring to build the kind of customer trust that defines a utility's reputation.

Session Takeaways:
- How real-time transformer monitoring enables proactive intervention before customers ever experience an issue
- Why data-driven customer conversations shift the utility relationship from reactive complaint management to collaborative problem-solving
- How a single monitoring platform can scale across multiple use cases—feeder monitoring, theft detection, critical facility support—to extend ROI beyond the original deployment
- Lessons from deploying DTM+ across diverse commercial accounts including manufacturing, logistics, and entertainment - A practical framework for building customer trust through operational transparency