The foundation of a data quality strategy is a management of customer
name and address data. Ongoing accuracy and validation ensures strong
customer relationships and allows you the ability to cross and
up-sell.
Energy and water businesses are being transformed by the combined
challenges of consolidation and competition and by the need to
maintain a single customer view.
"Poor customer service is the main reason customers choose to switch
companies"
Tim Ferguson, Silicon.com, 2007
Our capture products
QAS
Pro and
Pro
Web allows your data capture process to be more effective, freeing
up your time for further customer core activity. Working for a CDM
strategy with Experian QAS will allow you to:
-
capture, validate and suppress contact name and address details
quickly and accurately
-
return gas and electricity meter numbers at point of capture
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deliver bills and other mailings to the correct address
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maintain accurate data with monthly updates and regular cleaning
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transfer customer details from alternative suppliers
Customer Profiling
You will be aware that it is crucial not only to win new customers,
but to retain the loyalty of existing ones. This can be achieved my
appropriately targeting and profiling your customer base.
Having access to Names, Business and Utilities data and DataPlus
sets, will result in proactive targeting with predictive
intelligence.
-
Use segmentation to drive sales and marketing activity
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Understand your customer with lifestyle and Geodemographic profiling
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Predict customer behaviours
-
Ensure intelligent strategies
To read more about our
capture,
clean
and
enchance
product ranges in more detail, visit our dedicated product pages.
You can call us free and direct on
0800 197 7920 .
Or
email us.
You will be aware of the difficulties utility providers are facing
today. Increased costs and prices, rising competition and emerging
environmental and regulatory pressures mean that conventional
business strategies are under pressure.
The challenging landscape means that controlling costs whilst
simultaneously providing high customer service is paramount.
So what encompasses the challenges the utility market faces?
Retention:
-
"More than 4 million people switched their electricity or gas
supplier in 2006" (Ofgem), with competitive strategies undoubtedly
causing this to increase.
-
Poor customer service and/or experience can cause this customer
churn.
Differentiation:
-
There is little effective product or brand differentiation within
the utility industry. Therefore there is a demand to provide over
and above your competitors.
-
Competitive price cutting differentiates you in the eye of the
customer so, make sure you can manage operational costs through
effective contact data management processes.
Data challenge:
-
Poor data quality can hinder your understanding of your customer and
their property. For example, do your customers have double glazing?
What is their water usage? What are their individual payment history
and credit ratings?
Having a proactive data strategy can help you confront these
operational challenges, allowing you to hold and monitor vital
information, reduce costs and improve efficiencies.
To find out more on our contact data management (CDM) solutions,
visit
our CDM page.
You can also hear from Stuart Johnston, in our interactive CDM video.
Click
to play
Alternatively, call us free on
0800 197 7920 ,
or
email us direct.
Top priorities for the utilities sector
With the increase of challenges faced within the utilities sector, 2
key priorities can be identified and tackled with Experian QAS
1) Online energy savings
Your customers will be taking the time to look for a competitive
deal, using comparative, methods to get the best price and package
for them. These comparison tactics will often take place online,
meaning that driving new and existing customers to your website will
be increasing important for you.
If you're looking to encourage people to your website, you will need
to make their online experience engaging, easy and user friendly.
Improving the customer experience whilst demonstrating your services
effectively can be made possible through Experian QAS online
solutions.
2) Smart metering
There's been a lot of talk around the introduction of the smart
meters for a more intelligent and customer friendly estimation
reading. To achieve a successful national rollout, business processes
and the information you have on your customers must be taken into
account.
To identify your customers accurately, you will need full confidence
that your data is correct. From correct address details to ensure the
successful installation of smart meters through to having a complete
record of your customer, including additional information like MPRN,
MPAN and telephone numbers.
To aid your data and operational challenges, Experian QAS have a
vast, developed and experienced relationship with longstanding and
global Enterprise Partners and System Integrators.
We have brilliant relationships with
IBM,
Accenture and
Axon for example as well as accredited associations
with
SAP,
Microsoft and
Oracle.
Being service and solution focussed is critical to businesses within
the utility sector. Building long term strategies and focused and
tailored investment plans is fundamental to maintain a competitive
advantage.
You can utilise and learn from the historical experience and testing
business applications that system integrators can bring to a one off
project or long term objective.
Our affiliation with big market players such as IBM and Accenture can
only bring positive elements to your contact data strategies.
Visit our
Systems
Integrators page for more information.
Alternatively browse our
partners
and our
Enterprise
applications partners.
Call us direct on
0800 197 7920 or
email us.
"Thanks to QAS, we have seen an impressive reduction in the number of
properties that our Field Sales representatives are unable to locate,
due to missing sub-premise information. This is fantastic as it means
there has been a reduction in customer leakage levels."
Eddie Edwards, Data Manager
Centrica
Our customer base includes large names including
Centrica,
United Utilities,
South West Water Plc and
Scottish & Southern Energy.
Read our case studies below:
|
Centrica
|
Under the Centrica umbrella, British Gas undertook one of the largest CRM migration projects of its time. Experian QAS' point of capture address validation tool, QAS Pro was chosen to help this migration. "Thanks to Experian QAS, we have seen an impressive number of properties that our Field Sales representatives are unable to locate due to missing sub-premise information. This is a fantastic as it means there has been a reduction in customer leakage levels." |
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Sutton and East Surrey Water
|
| Sutton and East Surrey Water Plc is an independent supplier of water. Its catchment area spans an area 332 miles square, containing more than 630,000 people."Experian QAS software will supply us with a much needed method of efficiently updating, validating, and maintaining the integrity and concurrency of our address information." |
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Wales and West Utilities
|
Wales & West Utilities is a leading gas distribution business, who operates, maintains and develops this network and also provides a gas emergency service. QAS Pro integrates seamlessly within their SAP CRM solution and enables it to validate new addresses. In addition, QAS Batch was deployed to help it verify addresses for emergency call-outs to domestic consumers. |
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To support our product offerings, solutions and strategies within the
utilities industry, we have a number of dedicated resources.
Our resource centre includes research downloads, interactive software
demos, free and online trials, webinars and podcasts, and a dedicated
Utilities product brochure.
Click the links below to take you to our various resources:
If you would like to speak to someone direct, please call us free on
0800 197 7920 ,
complete our
online
form or
email us
"When evaluating solutions to help us cut back fraud, Experian was
the clear favourite. We were impressed by the volume of data that
Authenticate uses to prove identity and highlight fraudulent
transactions. Since using the product, we have seen a noticeable
reduction in time spent on fraud and as such our ordering process is
much slicker. It makes me feel sorry for other retailers not using
Experian."
Kyle Heywood, Website Manager, Beaverbrooks Jewellers
Download our retail customer case studies:
|
Virginia Hayward
|
| Ensuring hampers reach the correct destination with QAS Pro On Demand. “We are one of the biggest hamper suppliers in the UK, and to maintain that level of service, QAS Pro On Demand is crucial.” |
140K |
|
Grosvenor
|
| Experian provides Grosvenor Casinos with its online Authenticate service, enabling them to validate the identity of customers at the casino door in real-time, with no need for paper-based proofs. "Authenticate has proved invaluable in enabling us to improve our understanding of the customers we have using our casinos." |
83K |
|
Direct Wines
|
|
"Direct Wines is the largest operator of wine clubs in the world. Address management is critical to the company. QAS Pro is an integral part of the Direct Wines application. From the caller's point of view, there is no longer any need to give the full postal address, which makes the call quicker." |
73K |