Utilities Customer Loyalty Management System

More information will be posted soon. Thank you for your patience. In the mean-time more information can be obtained by contacting Philip Lewis on tel: +358 40 529 5852 or email: firstname.secondname@vaasaett.com

………………………………………………………………………………………………………..

Utility Customer Churn Radar

Probably the world’s most advanced utility customer loyalty prediction system

An unrivaled 12 years of liberalised market churn analysis, covering the entire global residential switching period, all liberalized regions, hundreds of thousands of customers and scores of utility companies, has been conducted by Dr Philip E. Lewis and his research teams. The result is a new state of the art churn predictor, integrating what is probably the most comprehensive understanding of utility customer loyalty dynamics available anywhere in the world.

This system is a precise method designed to integrate into existing or greenfield CIS/CRM systems. Depending on how it is applied it can be used to compliment loyalty prediction systems which utilities already have in place, or it can be used as a stand alone prediction system. The system makes use of the best available data, be it at a segment or (ideally) individual customer level. Its complexity depends upon the resources and CIS capabilities of the utility organization into which it is integrated and it can be up-scaled, down scaled or simply adjusted as the organization’s develops. It can even be applied and tested on a small, pilot scale as an initial introduction to the organization.

Unlike other, more simplistic systems, VaasaETT’s system Utility Customer Churn Radar enables the organization to learn about the complexities of its customers’ loyalty behaviour. Data which is received through the system is constantly analyzed to develop more accurate future understanding, formulation and therefore prediction. Despite the (variable and customizable) complexity of the data collection and analytics however, the output information provided to decision makers is extremely simple and strategically oriented. The operation of the system too, is easily manageable by typical marketing analysts.

The system makes use of a wide range of data, ranging from call centre information and customer background and demographics data, through to marketing research information, customer feedback and complaint information, price change, competitor analysis information and other market environment information, as well as past customer behaviour data and much more. All this information is then combined scientifically with rules and formulas representing state of the art knowledge concerning the dynamics of utility customer loyalty behaviour.

The outcome is a truly innovative and advanced integration of CIS data for the purpose of providing simple multi-user access to quick & regularly updatable customer loyalty predictions as well as the rapid consideration and identification of the likely impact of strategic responses and scenarios on both customer loyalty and value.

The system does not only provide temporary benefits, but promotes corporate transfer of knowledge for tactical and strategic use by marketing managers, CIOs, CFOs, CCOs & CEOs while ensuring that the core corporate knowledge remains in-house regardless of changes in personnel.

For more information please contact: Philip Lewis at +358 40 529 5852 or firstname.secondname@vaasaett.com

………………………………………………………………………………………………………………..

Utility Customer Switching Research Project

The most comprehensive and uniform source of comparable switching statistics in the electricity and gas markets worldwide.

The Utility Customer Switching Research Project was founded jointly in 2004 by Paul Grey of First Data Utilities (formerly Peace Software), a world-leading developer of utility billing software and provider of outsourced billing and payment services, and Dr Philip E. Lewis, an international expert in the field of utility customer behaviour and the head of VaasaETT, an energy think tank for global markets. Since then the project has become a global leader in its field.

The Project monitors switch rates and trends in all fully-liberalised energy retail markets worldwide and has provided the first global view of utility customer switching activity. The Project continues to be the most comprehensive and uniform source of comparable switching statistics in the electricity and gas markets worldwide, and provides analysis of observed trends and explanations for utility customer switching behaviour.

Customer switch rates are an important dimension of energy market competitiveness and have the advantage of being objective, measurable and comparable between markets. Many energy market commentators tend to focus on the wholesale aspects of the utility value chain as a measure of restructured market success, such as generation sources, transmission interconnections and wholesale market trading.

The Utility Customer Switching Research Project contends that both retail and wholesale markets must be successful for consumers to receive the full benefits of competition. In this context, the Project focuses its research on energy retail competition and those market participants that are all too frequently ignored: the customers.

For more information about the Utility Customer Switching Research Project, and a variety of downloadable information, visit www.utility-customer-switching.com or contact Philip Lewis at +358 40 529 5852 (firstname.secondname@vaasaett.com“).