Dive Summary:
- IBM and CenterPoint Energy, an electric utility in Texas, are working together to launch a "customer vision platform" to change the way customers and utilities communicate with each other.
- The"customer vision platform" will run on SAP software, uses Big Data analytics to update consumers on usage patterns and tendencies and communicate directly with consumers about outages and service notifications; the platform will soon begin an implementation cycle of 18-24 months.
- IBM's Global Energy & Utilities Leader Michael Valocchi emphasized that "solutions aren't one size fits all" and utilities like CenterPoint Energy need flexible systems that focus on the needs of customers.
From the article:
"... The new platform is built on the back of Big Data collection and processes, allowing for a 360 degree view of the customer that updates their latest preferences and habits, allows communication with them both proactively and on the platform of their choice. It means an end to relying on a call center as the sole means of communication with customers, and for the utility it promises help in ending the era of constant reaction to outage reports and delayed information gathering and sharing. ..."