Evolving the operation
The use of analytical and cognitive systems provides differentiated conditions for decision-making, especially when the operation involves large data volumes.
We work on information modeling with big data and Data Science concepts as a basis to develop business results.
Broadening Knowledge
In the KNBS successful cases from the power distribution utilities, the problem modeling, the analysis of the conditions that stress the operation, the peculiar needs of every regional social situation, the business culture, the local culture, and the existing tooling in each company, are always points to be considered for search a solution and expand the knowledge of the business analysts team involved.
The analysis is organized in a multidimensional way, using analytical tools that facilitate exploring the operational dynamics. It results from applying new models and characterizing the teams involved in training needs.
It is the actual mining of business problems and possible solutions involving data, business processes, and people.
The analysis is organized in a multidimensional way, using analytical tools that facilitate the exploration of the operational dynamics. It is resulting applying the new models and characterizing the teams involved in training needs.
Innovative Models for Energy Utilities
The aim is to provide, in each solution, the generation of evolutionary, temporal, and geographic modeling to track, measure, characterize, and project the speed of change and customer recognition.
Conditions may be sought that lead to a context of fraud characterization that may expand the assertiveness of service actions, characterize and evaluate strategies for inspections and/or fight delinquency, make explicit the conditions of the service channels and scripts used, accompanying the generation of business rules evolution for a better operation, and reducing costs.
KNBS has been transforming the teams, the culture, and the analytical process of the energy utilities, mainly with the vision of the need to manage regional knowledge, broadening the dimensions of the operation, and questioning the effectiveness of the actions and the costs involved in the relationship with the end customers and their needs.
KNBS has been transforming
the teams, the culture, and the analytical process of utilities.
KNBS has been performed and incorporated into the routines of power distribution utilities such as CPFL, COELCE and AMPLA (from ENEL group), CERON, and Amazonas Energia (from Eletrobrás group), CEMIG, and Light.
The techniques include mathematical modeling, statistics, data science process application, big data warehouse organization, and people evolution. They result in a new dynamic for fighting fraud, controlling delinquency, recognizing sampling actions, projecting demand, evaluating meter exchanges, characterizing the quality and consistency of data in the base register, the technical expansion of analysts’ teams, relationship actions, re-analyzing the use of relationship channels, supporting judicial and social issues and process automation.
See these SUCCESS CASES
CASE 1
The differentiated, extended, and disruptive customer-responsive relationship conditions were exercised in this product as part of the Ceará energy company’s solution (actually a part of the ENEL group in Brazil).
Several presentations and concept tests of the solution were made in Brazil and abroad. It is available for deployment and operational customization.
How to make a difference in customer service via a Contact Center?
Distance from the client reduces the relationship! To bring the customer closer, it is necessary to interact effectively, to look at him and be looked at. “Eye to eye” demands presence. Being “live” answers the business question: a video relationship.
It is a paradigm shift in customer service! This complete solution is available in this KNBS product, the KVS | Key Video Spot.
KVS controls the video relationship (operational and managerial view), creating the entire video contact center control.
It is incorporated into the existing customer service, as the “chat” was incorporated into the traditional call center. It generates all the operational infrastructure indicators, queue control (with service priorities), service management, supervision, administrative visibility (via real-time operation monitoring), and aggregating management reports.
CASE 2
DATA SCIENCE involves creativity and business focus in developing solutions to understand, recognize, and meet the customer’s needs.
KNBS focuses on understanding the business to create solutions with financial results and cultural renewal: innovation in the form and content of the answers to be given to the market (to the KNBS customer and the end customer of the proposed operational actions).
The work done for CPFL to analyze its customer relationships was presented in Valencia, Spain, and recognized as a solution to establish evolving strategies for customer service.
The focus on recognizing and anticipating customer service needs a service-oriented approach to the services requested and performed for these customers.
Thus, the operational improvement of each service channel, from the point of view of agility and costs, is strengthened with the recognition of the characteristics and profiles of customers who seek service and what services are requested, the needs of communication with customers, and the operating conditions of the distributor to meet these requests. This boils down to offering the right service channel, at the right place, to the right customer (and, of course, at the right cost!).
The availability of regional resources for service, weather conditions, problems in the power grid or business conditions, and encouraging customers to use differentiated media in their relationships are characterized by a solution that structures a model that allows for historical and predictive monitoring of relationships. Big data processing techniques were used, considering the necessary agility in accessing the monthly volume of data (millions of records/month).
The strategic map creation and analytical tools were incorporated into the service evaluation routines by the channel and service control teams to ensure the effectiveness of the service, the service offering, and the channel used.
CASE 3
IoT with the vision of the customer and integrated management
The information collected by sensors in the most diverse applications and smart cities needs to be integrated to answer questions about efficiency and extend its immediate results.
Applying data science techniques to diverse sets of information should generate the best conditions for continuous evaluation of results and correcting distortions of use or failures.
Reducing financial expenses in the administration of resources with the increase of comfort in relationships is a collective challenge that must be encouraged with the applied technological innovations.
Meet KNBS’ Smart Kustomer product to boost customers’ energy use efficiency, control, and manage measurements.
CASE 4
Understanding the customer request for compensation for damages in the Brazilian electricity sector is a challenge
The current scenario for reimbursement of electrical damages to equipment brings several regulatory, administrative, operational, legal, financial, and customer relationship conditions.
The preparation of this newest environment for compensation services involves recognizing the customer journey, the fragilities of these installations and the newest connected equipment (more digital and more sensitive), the necessary protections and new standards for installations, and the connectivity between the equipment (including telecommunications networks), the conditions of the services provided (such as maintenance and evolution of the networks, incoming distributed generation, automatic resettlement equipment, and operational processes for event control/recording).
Preparing a new environment for reimbursement services involves recognizing the customer journey, the weaknesses of its facilities, and the newly connected equipment that is increasingly digital and more sensitive…
This program aimed to portray the set of these new approaches, from human resource training to customer communication relationships, from network conditions and connected equipment to network events that can generate damages, from judicial requests by customers/insurers to administrative requests.
We sought to characterize the best indicator representations for strategic decision making, define simpler and more digital customer service channels, automate processes, and ensure a fair service to the requests made by customers, seeking to avoid fraud, reimbursements that are unrelated to the distributor’s activities, and to reduce operation times and costs.
