Helping a utility deliver targeted communications to their customer base

Customer

A utility company, serving 2.3 million households and 130,000 business customers.

Problem

A utility company serving 2.3 million households and 130,000 business wanted to move their customers away from being ‘passive receivers’ to become ’active participants’ in the development and delivery of their services.  They sought to better understand their customer segments for more targeted communications.

Solution

We used machine-learning techniques to develop a more sophisticated segmentation of customers which were then made accessible via a dashboard to show the characteristics of different customer types, providing actionable insights to the marketing team.

Impact

The dashboard gives the client the ability to visualise distinct and aggregate features of customers and the client is now able to provide a service that better meets the specific needs of individuals, through more effective marketing and communications.