The hardware, software, professional services, business processes and people that enable utilities to analyze data to better serve the utility and its customers. Customer analytics include two key areas:
- Customer operations: Analytics that focus internally on improving the efficiency and effectiveness of a utility’s customer operations. This area includes meter data analytics, credit and collections, call center optimization, fraud detection, campaign management, customer segmentation, pricing optimization, and other customer operations.
- Customer engagement: Analytics that support utility interactions with customers and improve their relationship with the utility through improved service, lower costs and better customer experiences. This area includes categories such as demand response, energy efficiency, distributed generation management, and other customer engagement.