Endeavour Energy partnered with One51 to address data fragmentation and achieve a comprehensive view of its customers.
By implementing a customised solution on Microsoft Azure, One51 consolidated data sources, improved data quality, and enabled real-time customer insights.
On a mission to be “customer obsessed”, electricity supplier Endeavour Energy knew they needed a single view of customer to reach the level of personalisation, customer service, and insights they aspired to.
With fragmented customer data spread across multiple internal systems, the challenge was on to build a fit-for-purpose solution from the ground up.
Endeavour Energy engaged One51’s skilled technical team to deliver the project according to strict specifications: building pipelines from disparate systems, capturing all relevant customer events, ensuring identity resolution, and feeding aligned data through to the single view platform. The project has been dubbed an innovation by Microsoft, and a foundational initiative in enhancing customer experience.
As an electricity supplier, Endeavour Energy has a vast and varied customer base across homes, businesses, public infrastructure, and industry. Their diverse internal systems cater to everything involved in building, maintaining, and operating an electricity network that connects 1.1+ million premises with traditional and renewable energy sources.
While managing their network’s assets is a primary focus, so too is providing their customers with the best possible service. It was this thinking that led to internal demand for a “single view of customer” that would bring together fragmented customer information to improve services and provide business areas with valuable insights.
Enhanced customer experience through unified data
Improved operational efficiency and faster decision-making
Agile delivery with significant results in a short timeframe
While data warehouses are the typical method for collating information across various sources, Robbie knew this would not be the right approach for Endeavour Energy. Industry models for a ‘single view’ were also found to not be fit-for-purpose.
“Data warehouses transplant data from point A to point B, and even applying typical warehouse modelling you still see multiple data structures that need to be interrogated, aligned, and transformed to provide a single view. To get insight and intelligence, we couldn’t have outage data showing up in its native format. Similar to financial and other data, it’s fit-for-purpose in its current system but not in the context we would need.”
“Enabling collective intelligence means all data must be aligned. Instead of pursuing warehouse models we chose to adopt an event model. The ease of the event-based data model lies in the fact that any data-related occurrence for a line of business can be transformed into an event.”
Having already worked with One51 on data analytics, Robbie saw the team’s existing knowledge of the environment as a strong advantage.
Since making the single view of customer available to appropriate stakeholders, Robbie says the feedback has been extremely positive.
“Managers have said this is probably the most important change we’ve made to deliver on our mission to be customer obsessed. We now have a clear view of:
“We can see where we are meeting KPIs and where we need to improve. We can also verify if changes we make to be more efficient are actually working. Helpdesk staff are equipped with everything they need to help a customer immediately, which creates a more personalised experience.”
Moving forward, Robbie says they are excited to keep refining the single view so they can open it up to other business areas.
