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How energy suppliers can improve their customer data management.An audit by b.telligent and Uniserv detects potential improvements and recommends what to do next.
Munich, August 17, 2017 - For energy providers, the digital transformation brings with it new challenges for customer service. b.telligent, the management consultancy for business intelligence, CRM, DWH and Big Data, has partnered with Uniserv, a supplier of customer data management solutions, to offer an "Energy Powercheck". This audit for energy service providers identifies how customer data is currently being handled and how the process could be improved, and helps energy service providers maintain an overview of consumer requirements.
Anyone who wants to change their energy supplier can easily do so online nowadays. Comparison portals supply the relevant figures and provide the price and performance transparency consumers need to make the right decision. In an environment like this, it is difficult to stand out from the competition and establish yourself as a digital pioneer in the field of energy. "Once the customer's data has been registered online, it usually finds its way into a variety of different systems," says Dr. Christiana Klingenberg, Solution & Product Manager at Uniserv. "This can lead to errors and have a negative effect on customer service. In order to keep their customers loyal, the customer advisors working for the energy providers have to provide customized offers. But this must be based on complete, accurate and up-to-date customer data."
High data quality over the long term
With the "Energy Powercheck" from Uniserv and b.telligent, energy suppliers can quickly obtain a comprehensive picture of their customer data management. They get to see how they could improve the quality of their data and which processes they could deploy to do so. In the first step, the three-month analysis and consulting project draws an information map of all the systems and processes being used to process personal data. This is followed by an assessment produced with the aid of a tried and tested maturity model. All the findings are included in a comprehensive report, which contains information on the data items checked, the duplication rate, the quality of the postal address records, and provides recommendations on how to maintain high data quality over the long term.
Transparency and clear recommendations
"Many energy service providers have no idea how good or bad their data quality is," says Sven-Patrick Schymik, Principal Consultant and Practice Group Leader Energy at b.telligent. "Ensuring that strategic digitization projects do not ignore the needs of customers requires transparency and clear recommendations. In partnership with Uniserv, b.telligent provides support based on experience, technological expertise and practical advice."
The benefits of the Energy Powercheck at a glance:
- The compact structure of the Powercheck minimizes the time that the company's senior managers need to devote to it
- Any remedial action needed is identified quickly
- The quality of the data is quantifiable; gaps become more transparent
- Practical measures for optimizing the customer master data are determined and prioritized
- Customer loyalty improves, and energy providers can respond flexibly to new market and consumer requirements
About b.telligent
b.telligent is a consultancy company specializing in the introduction and development of business intelligence, customer relationship management, DWH and Big Data solutions for companies working in mass markets.
Our focus is on the continuous optimization of business processes and customer/supplier relationships using the knowledge gained from the consolidation and analysis of cross-system business data. The result is higher margins, lower costs and better control of risks.
B.telligent's customers are industry leaders in the fields of telecommunications, financial services, commerce and industry. In May 2017, b.telligent was voted one of Germany's best consultants in the "Data Analytics & Big Data" category.
