• Customer Analytics Community

  February 2021 Customer Analytics Follow Up + What’s Next

  Posted by Kevin Praet (Adm) on February 10, 2021 at 2:34 am

  Hello Customer Analytics Community Members,

  Thank you to everyone who attended our Customer Analytics meeting yesterday, it was great to reconnect! For those unable to attend, we were joined by Community Leader Vitha Krishnamurthy (Lead, Business Intelligence at Enbridge Gas) and Mathew Griffore (Technology Architect – Analytics at Enbridge Gas) who facilitated and helped present our “February 2021 Solve My Problem” exercise. During this exercise, community members collaborated on solutions and action plans for two key problems brought about by community members. The discussion also proved to be a jumping off point for future topics and discussion. 

  For anyone that was unable to attend, you can catch up with a full recording, presentation deck, meeting notes, and audio transcript HERE.
  (Due to some limitations within Microsoft Teams, the transcript may be a little difficult to follow but still an excellent resource for word to word review. If you would like the transcript in its original format including the codes that Teams uses in the transcript, please reach out and I’ll be happy to send to you).

  Next month we’ll be meeting Tuesday, March 9th at 11:00 AM CST for a discussion around “Why are you charging me for 8 scoops of ice cream when I just wanted 1!?!?  Alerting customers before it becomes a high bill” by Daniel McCrobie, Sr. Analyst, Customer Experience  & Research – Salt River Project (SRP). Please see below for a full session description and be on the look out for more information on our events page HERE.

  Session Description:

  At Salt River Project, we know that high bills are one of the worst experiences for customers. We recently launched a program that will alert customers that their bill may be higher than normal on the day after we detect the high usage. We provide tips and self-service options for customers so they can identify what may be wrong and fix it sooner rather than waiting to get a bill for an entire month of high usage.

  Using analytics, a Hadoop system, and a data lake of meter readings, we calculate an expected value for each account. The usage from yesterday is compared to this expected value for yesterday’s temperature and day of the week. We will then send an alert if usage is statistically different than what was expected.

  Join us to go over the specifics of this alert and how this was perceived by a pilot group of SRP customers. No one wants to pay for more ice cream than they ordered!

  ___________________________________________________________________________________________________________________________________________

  FINALLY, Have you made plans to attend UA Summit in the Spring? UA Summit 2021 has been moved to a 100% virtual event. The safety of our attendees are the most important thing to our team and we look forward to creating an event that is accessible to everyone. Please note, as a member, you receive complimentary access to UA Summit using code MEMBER21 (all caps). If anyone needs help registering please reach out to me and I’ll be happy to help.

  
  Please let me know if you have any questions otherwise we look forward to connecting in March.

  Thanks!

  ——————————
  Kevin Praet
  Membership Coordinator
  Utility Analytics Institute (UAI)
  Boulder CO
  315-440-3033
  ——————————

  Kevin Praet (Adm) replied 3 years, 9 months ago 1 Member · 0 Replies
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