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April 20, 2017
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How the CIA Improves Customer Satisfaction

Three weeks ago, at the DataWorks Summit in Munich, we announced the Data Hero winners for the EMEA region. The winner in the Data Visionary category was Daljit Rehal, Global Director, Digital & Data Services at Centrica. You can read the announcement here.

Centrica supplies energy and energy-related services to around 28 million customer accounts in the UK, Ireland, and North America. It operates through brands such as British Gas, Direct Energy, and Bord Gáis Energy, and it’s supported by over 12,000 engineers and technicians.

Prompted by the increased focus on the use of data and customer satisfaction, Centrica evaluated its mission critical infrastructure in order to improve business processes and to completely re-think how energy services were delivered to customers.

Through Hortonworks Data Platform (HDP®), Centrica now manages structured, clickstream, sensor, geo-location, server logs, and social media data. It produces batch, interactive SQL, search, streaming, and AI/Deep Learning analysis using the results and leverages Hortonworks both in the data center and cloud.

Centrica also leveraged HDP to build the Customer Information App (CIA) which has transformed customer service across millions of homes in the UK. The CIA started when team members armed with Raspberry Pis developed an Apache™ Hadoop® (Hadoop) cluster, which formed an initial business case. The resulting data lake is now supported by 250 nodes and enables Rehal to draw correlations between millions of customer records.

HDP has reshaped the way Centrica analyzes datasets and paved the way for new products and services. Engineers at Centrica now consult the CIA to understand customer history, needs, and overall satisfaction level.  As a result, customers are now provided with smart energy bills, which are more accurate, and which have increased customer service satisfaction.

Additional benefits include better correlation between isolated datasets, leading to lower operational costs, improved billing accuracy, and the monitoring and identifying of energy theft in real time. The latter simple wasn’t possible before HDP.

The cost for all these improvements and innovation? One third less than Centrica’s existing legacy system.

You can read more about Centrica’s use case here.

Nominations for Data Heroes in the Americas region are closed, but you can still register for the San Jose DataWorks Summit (June 13-15). You can also nominate Data Heroes for the APAC region, in advance of our DataWorks Summit in Sydney, this September.

See you in San Jose!



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