Experian 2010 Annual Report Download - page 17
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15
Execute superior sales and operationsExpand our global reach Deliver innovative data and analytics
Introduction
2 – 11
Governance
52 – 84
Financial statements
85 – 160
Business review
12 – 51
Execute superior sales and operationsDeliver innovative data and analyticsExpand our global reach
The capabilities that Experian has developed to support the nancial
services marketplace are increasingly being applied to other industry
sectors, such as energy, telecommunications and healthcare, as
companies seek to gain a better understanding of their customers.
National Grid is an international energy company, delivering power to
more than 7.5 million businesses and homes in the US. At the start of
the economic downturn in 2008, National Grid saw an unprecedented
shift in customer behaviour, with customers who had previously never
missed a payment now suddenly behind. It required a new approach
to managing past-due customers; one that would enable collections
actions to be matched to individual circumstances.
National Grid implemented Experian’s Portfolio Management
Package, which uses behavioural scoring to measure the relative
risk of customers in arrears and determine the best way to treat each
one. Champion/challenger techniques allow these strategies to be
constantly tested and rened.
Tracey McCarthy, Vice President, Customer Financial Services at
National Grid, said: “When we started this project, we wanted a smart
tool. Today we look very smart. More importantly, we are serving our
customers better”.
UNDERSTANDING
CUSTOMER BEHAVIOUR
AT NATIO NAL GRID