Utility Insight

Onzo's data analytics have now been used to provide insight to the utility through a customer service portal.

This portal provides information on customers and their basic energy consumption but also a wealth of additional material that gives customer services a detailed view of the customer who contacts the utility via either the web, e-mail or telephone.

The portal is designed with the same user-centric approach as those used in the home or on their smart phone by the customer, and act as a "mirror" to them to ensure that the same information is available in any conversation, or e-mail exchange.

In addition, the customer service portal includes additional modules that allow the representative to ask personalised questions in order to build up further knowledge about the customer and ensure that advice is relevant and contextualised.

Onzo's Data Analysis Engine is also able to power sophisticated targeting to aid customer segmentation and tariff design, whilst allowing earlier interventions on issues such as 'bill shock'.

The portal represents a further customer touchpoint that utilities can use to create deeper relationships with their customers, encouraging loyalty and retention at a time of increasing competition, whilst the same time satisfying increased expectations from customers and regulators.