- The document describes a Belgian energy and natural gas supplier that has 350,000 customers, including 24,000 professional customers. It has been operating since 2001. - It discusses using customer data to predict which new customers are most likely to call and sending them a personalized video via email before they receive their invoice to provide relevant information to address their questions or concerns. - It recommends taking a "guerrilla" approach to focused innovation projects like this by forming a mixed team working on it in addition to their daily responsibilities to gain attention and engagement.

2. • Belgian supplier of energy and
natural gaz to consumers and
profession users
• 4th largest player in Belgium
• 350 000 customers of which 24
000 professional
• Active since 2001
• 150 FET

3. It all started with…

5. Enjoy

6. If we know who is gonna call
us….

7. We could give the answers
before they give a call

10. 3 A approach
“A”cquire
Data
‘A”nalyze
Data
Make it
“Actionable”
• What is the profile
of the calling
customer
• Which parameters
are important
• OUTPUT: algorithm
made by data
scientist
• Collection of data
• Quality check of
data
• Descriptive,
consumption
behavior data, Call-
data
SEEMS EASY, BUT IT
ISN’T
• Apply the defined
profile to NEW
customers with
highest risk of calling.
• HOW ?
Send a personalized
video via email with
all “relevant” data, for
which they normally
call.
• WHEN ?
Before the customer
recieves the invoice

11. Example of Email with video link in it
Send to those new
customers with the
highest probability of
calling.

12. learnings
• Guerrilla approach – no big project
• Mixed team, on top off daily business
• Focused innovation, DQ positioned as side effect-MUST
• “Guerilla” lead to attention for DQ towards right audience
• Engage employees for good DQ output
– Input of employees that generate the output
– Leads to a long term commitment
• More impact than big DQ initiatives – part of daily process