Strategic modeling to improve services and operation to energy industries' customers

Carlos Alberto Fróes Lima, Bernardo Marega Luz, Sílvia Tamada Takemoto, Paulo Barisson, Roberto Antônio Terencio Tezzin, Luciano E.A. Peres, Tales Neves Anarelli and Andrea Florencio da Silva

Journal of Business Research, 2016, vol. 69, issue 11, 4862-4869

Abstract: Continuous analyses of demanded services at the energy companies are the shortest path to recognize and anticipate customers' requests, reinforce and manage the communication and operational flows. Energy utilities need to increase their operational efficiency concerning costs and agility to improve useful media and evaluate customers' expectations and requirements. Operational effectiveness must pursue the demands, considering the amount of services that the companies provide at their relationship channels, the communication facilities and the systems' infrastructure. The companies need to organize a huge amount of historical and online data to represent and forecast customers' relationship scenarios. Resources evaluation ensure regional requirements and weather conditions best attendance response, adequately addressing faults at the energy distribution grid, motivate customers to use alternative media and improve relationship channels. Reaching this scenario, big data treatment techniques provide the necessary agility to achieve the monthly/hourly volume of data (millions of registers per month) and permit communication clusters' views.

Keywords: Customers' attendance; Operational improvement; Customers' demands anticipation; Relationship; Attendance strategies (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:69:y:2016:i:11:p:4862-4869

DOI: 10.1016/j.jbusres.2016.04.044

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