Next Best Action
Increase engagement with intelligent and actionable personalization.
Prioritized Actions Unique to Each Customer
It is difficult to get a holistic view of any single customer, understand their likelihood to respond to an offer, and deliver personalized recommendations. Customer data today is often siloed between programs and departments in legacy systems. And beyond the data challenges, few customers are “very aware” of their utility’s programs and offers — just 3% according to JD Power.
Next Best Action considers all available customer initiatives, from DSM to distributed energy programs to rate plan recommendations to new revenue initiatives. It combines data science and machine learning to determine which action, or actions, are best suited to a given customer. Combining the utility’s list of customer initiatives, customer data, and third-party data, Next Best Action creates a hub of personalized actions and robust customer profiles. With a continuously prioritized list of actions unique to each customer, utilities can:
- Increase customer satisfaction through better customer experiences
- Significantly increase customer participation in targeted programs
- Reduce the cost to serve while providing higher quality and faster customer service
To present a consistent cross-channel experience to customers, Next Best Action results are delivered to utility customer service representatives, marketers and program managers and are made available through API integration to other authorized systems such as call center systems and CRM.
Customer Centric Scoring
Every available action is scored for each individual customer. The action with the highest score for that customer is the Next Best Action, presented first. Since all actions are scored, EnergySavvy generates a list in decreasing order of relevance.
The Same Experience Across Channels
Presenting a consistent cross-channel experience to customers, Next Best Action results are delivered to utility customer service representatives, marketers and program managers and are made available through API integration to other authorized systems. Customers directly interact with their Next Best Actions through the utility website.
A Simple and Clear View of it All
Next Best Action presents an ordered list of actions and initiatives associated with each customer record. Simple reasons for the score is also provided, enabling a customer service representative to explain it to the customer. Scoring results are made available through integration to call center software and other existing utility tools, such as marketing automation software.