JEA, located in Jacksonville, Florida, is the eighth-largest community-owned electric utility company in the United States and the largest in Florida. JEA wished to develop customer segmentation to:
Better understand customer’s behaviors, motivations, and expectations to reduce customer service cost
Enable a differentiated and targeted approach to marketing and customer engagement, by identifying whom to target, with what offerings, using which messages and across what channels.
Download the case study to learn about how VertexOne identified, collected, processed, organized, audited and imputed key data sets required for the segmentation. Segmenting customers allowed the utility to decide how to relate and maximize the value of their customers, as well as maximize the value for the customer.
The resulting insight is being widely utilized across multiple business functions, including customer service, marketing/brand management, product management, and finance to provide personalized and relevant information to customers, increase customer engagement, enhance revenue and reducecostof service.
Utilities are increasingly looking to segment customers to get a better understanding of their needs and behaviors, so that they can enhance the customer experience, increase customer engagement and reduce cost of service by pushing the right information and capabilities across the most appropriate channels.
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