Innogy is Germany’s leading energy company, with revenue of around €44 billion (2016), more than 40,000 employees and activities in 16 countries across Europe. With its three business segments Grid & Infrastructure, Retail and Renewables, Innogy addresses the requirements of a modern, decarbonized, decentralized and digital energy world.
Innogy’s activities focus on its 23 million customers, and on offering them innovative and sustainable products and services which enable them to use energy more efficiently and improve their quality of life. The key markets are Germany, the United Kingdom, the Netherlands and Belgium, as well as several countries in Central Eastern and South Eastern Europe, especially the Czech Republic, Hungary and Poland.
The Belgian region of Innogy receives a large number of customer calls with questions on their invoices. Treating these calls is time and cost intensive, so Innogy was looking for a way to reduce the number of received calls and as such decrease the cost and load on their call center. For this, a model was created to target the customers most likely to call within the following three months. These customers received a personalized video, with information about their current status of usage and how this would appear in their next invoice. The main goal was to predict and pre-empt callers most likely to phone-in with appropriate information and offers.