Data Analytics: The Modern Utility's Secret Weapon

Long gone are the days when utilities only needed to know how much energy a customer was using, and where to send the bill. Data analytics is an instrumental tool for utilities to figure out how their customers behave. For energy efficiency programs, this means determining their likelihood of participation through data sets, such as building or consumption data.

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Bruce Chen
How Utilities Can Reduce Cost-to-Serve Through Digital Engagement

Utilities in the U.S. spend $6 billion each year serving 200 million customers. That’s $1 billion too many. According to The Gartner Group, $42.50 is the average amount utilities in the U.S. spend to serve a customer. Utilities who have hundreds of thousands, if not millions of customers can save significantly from a customer care budget perspective just by reducing their cost-to-serve by one dollar.

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