The Opportunity

JEA, located in Jacksonville, Florida, is the eighth-largest community-owned electric utility company in the United States and the largest in Florida. Recognizing the potential for growth and improvement, JEA embarked on a mission to develop a comprehensive customer segmentation strategy. This strategic initiative aimed to achieve several key objectives:

  • A better understanding of 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.


The Approach

As the utility industry becomes more competitive, companies like JEA are recognizing the need to understand their customers on a deeper level. By segmenting customers based on their needs and behaviors, utilities can tailor their services to meet specific demands, ultimately enhancing the overall customer experience.

Segmentation allows utilities to gain valuable insights into their customers' preferences, enabling them to provide personalized and relevant information. By understanding what customers want and how they behave, utilities can increase customer engagement and satisfaction. This targeted approach also helps to reduce the cost of service by delivering the right information and capabilities through the most appropriate 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 Result

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 reduce the  cost  of service.


Download the PDF Case Study



VertexOne’s re-named product portfolio echoes the company’s long-standing mission to enhance the customer experience. Therefore, products mentioned in this resource may not reflect our current portfolio names. Click the link to learn more about our product renaming and restructure.