Vice President of Customer Service American Water
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.
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.