Eneco - Next Best Action & Machine Learning Design

Case details

Situation & background

Eneco is one of the biggest energy companies in the Netherlands and is striving to be the number one energy supplier of the country. Smart use of customer data, insights and really getting to know every individual customer are important factors in achieving this.

But even more than that, in the future, Eneco not only wants to know customers, it also wants to be able to exceed its expectations. To do this, it uses Machine Learning and Next Best Actions to serve the customer the right message, with the right offer or the right suggestion through the right channel. And not only directly to the customer, but also to the internal employees who are in contact with the customer 1:1 and real time.

The solution

To-Be Architecture & Solution Design

Intouch365 has guided this organization through various workshops in developing what Next Best Actions are, the Functional Use Cases and User Stories. Subsequently, these requirements and wishes were elaborated in a connecting To-Be Architecture and a Solution Design to realize the principle of Next Best Actions through the various channels.

As a First Phase, these User stories will be PoC'd before working towards an actual implementation.