Predictive Customer Insight

Predict likely customer behaviour using HANA

The problem with Big Data is that there’s too much of it. In your SAP Utilities system, you have hundreds of millions of transactions journaling every single customer event - from a bill to a complaint to a meter read. And, with the advent of Smart Metering, the volumes will soon bloat to inconceivable levels.

But with all of this data, the hard part is working out what it means - how do you identify the underlying patterns within your data so that you to focus on important operational and tactical decisions?

Precious leverages the power of SAP HANA to establish patterns of activities that lead up to important customer ‘moments of truth’ - so you can deal with them before they bite you.

Harnessing the speed and power of SAP HANA we worked out how to identify hidden patterns within millions of historical data transactions to predict possible future customer behaviours.

Benefits

  • Predictively forecast customer trends to focus operation initiatives (marketing campaigns, Back Office work, field sales)
  • Through accurately determining patterns of customer behaviour, this can be used to drive initiatives and gain a competitive advantage
  • Effective customer segmentation and analysis can be used to significantly improve the customer journey, achieve customer service excellence and meet/exceed regulatory targets
  • Precious builds up a profile of events that historically lead to customers switching. This is then used to identify customers currently at risk of taking their business elsewhere
  • Because Precious segments your customers by their relative value and current dissatisfaction level, you have a window of opportunity to identify and prioritize your VIP customers and go the extra mile to keep them satisfied
  • With Precious you can pro actively resolve customer problems before they become problem customers
  • Provides real time predictive analytics so you can generate and re-generate predictions on demand.
Real-time In-Memory Analytics Real time predictive analytics
  • Gain instant insight from the deep content within your day-to-day data that will enable you to strategically change your business operations
Instant big data visualization for SAP SAP Utilities real time analytics
  • Visualize data patterns in real-time and identify trends deep within transactional data

Features

BDi Apps have been designed to solve painful problems for complex industries - in the case of BDEx for utility companies running SAP.

With Precious, you can predict customer calls and prevent them - meaning fewer calls and more efficient operations. By applying intelligent analytics to current unresolved issues in your SAP systems, you can build up a detailed, real-time profile of each and every customer that gauges their likely ‘mood’ and their likelihood to complain.

Once identified, you can intercept their cause to complain by efficiently segmenting, prioritizing and resolving any open issues in the BDEx Dynamic Work Center before dissatisfaction builds. Not only does this keep your existing customer happy - the fewer complaints that get logged, the higher your regulatory standing. Which in turn increases your reputation and attracts additional customers.

Precious performs predictive customer insight analysis by harnessing the power of SAP HANA to identify patterns in transactional data in real-time.

Tech Notes

  • Software only - there’s no hardware, no appliances, or no low-level SAP tweaks required
  • Installed and configured in 25 days
  • Installation package uses our Node5 OneStep approach - so are quickly implemented or backed out of your SAP landscape
  • Requires SAP IS-U
  • Runs on SAP HANA SP8 or above
  • SAP Platforms Supported: SAP NetWeaver 7.0 and above
  • HANA and cloud ready - with guaranteed support for future SAP technologies including migration to simplified suite
  • 24/7 global support provided by US and European staff

Pricing

  • Annual subscription pricing with a simple 12 month license term
  • Evaluation licence available which can be converted to a full 12 month term.
  • 24x7 support included as standard
  • Maintenance included - with annual updates
  • Low risk pricing - with no upfront capital investment required
  • Typical ROI in less than 12 months

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American Water use BDi Apps- SAP for utilities
By being able to effectively manage and resolve our process exceptions, we are able to mitigate the effects of late billing with BDEx.

Tammy MacLaughlin
CIS Release Lead - Business Transformation Program American Water