Energy Australia employs analytics to cut churn


Energy Australia will employ data analytics to understand customer satisfaction regarding services provided, as well as predict how and when they will pay their bills.

The development is expected to help reduce customer churn through designing and implementing services wanted by consumers. For instance, the platform can be used to predict if a consumer is experiencing financial instability for the utility to sketch a payment plan and or other measures such as to help the customer improve energy efficiency before switching to another energy provider.

Since last year, the energy provider has been integrating data regarding the behavior of its customers into a single platform developed by Oracle, a ‘ customer event store’.

The store will be used to store and analyse the utility’s interactions with consumers using phone calls, emails, live chat and the MyAccount consumer self-service portal found on the company’s website.

To date, the customer event store is reported to have been integrated some 250 million events. The platform is expected to be complete for use within the next six months.

The platform will possess customer intelligence capabilities which will use the Interactive Voice Response to remotely serve a customer need instead of making them wait in a queue for the next available agent to pick their call. If for instance, a customer regularly calls the call center wanting to ask for their bills, the system will store that data and provide the customer with their energy bill the next time they call before placing them on the queue.

Australia fertile ground for innovators

The news follows Australia’s Clean Energy Council (CEC) saying that smart energy devices will give greater control to electricity consumers, driving power price relief for homes and businesses.

Summer peaks in Australia are going to be under pressure as coal fired power stations are being closed across the country. CEC believes smart devices may be the way to mitigate some of this pressure. Read more…


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