Utilities are using customer analytics to improve internal operations such as call centers, credit and collection practices and demand response programs, as well as to engage customers and increase participation in a variety of programs.
Utilities are operating in an era when their customers are surrounded by new levels of engagement everywhere they turn, as other industries leverage analytics to improve efficiency, customer service metrics and bottom line performance.
Fortunately, many utility leaders are proving to be just as agile in adopting new processes and technologies that enable them to also show measurable improvements in their internal customer operations as well as engagement with external customers.
These advancements rely on leveraging data to create value across multiple functions. The goal is to move from basic data management to achieving business intelligence, and from "BI" on past events and trends to predictive applications.
Today I'll address analytics as they apply to external customers. Utilities are engaging in customer analytics to improve their internal operations that serve those customers—such as call centers, credit and collection practices and demand response programs—as well as to improve their engagement of customers to increase customer participation in a variety of programs.
Here are a few examples of how utilities are applying analytics to external customers in ways that demonstrate tangible improvements to business processes.