Ambit Energy Alteryx User Cases

Alteryx RoadshowJuly 23, 2015

Ambit Energy Analytics Team Organizational

Relationships

Customer Experience

CommercialSales

Marketing

Operations ConsultantSupport

BI / IT

Product Mgmt

Analytics

1. Better Company

2. Better Client

3. Better Process

Three Business Cases with Three

Different Alteryx Solutions:

Probability of Attrition Model

(Better Company)

Probability of Attrition (PAT) Model

PAT Model

• Scores customers on a % scale of likelihood to

leave us, so we can intercept the more valuable

ones before they leave, via offers or promotions.

• Program created in 2011 and structured in a

way that is not scalable, manageable, visible

and has gone stale to the point to where no one

wants to use the output or touch the process

Original PAT Model Process

SQL SQL

Base

dataCRM

schema

1. In 2011, one-off coefficient exercise

created in SAS

2. Results are embedded back into a SQL

database as a lookup table in the CRM schema

3. Lookup table is then referenced in a nightly job

that calculates the Probability of Attrition score for each

customer and stores that data in the CRM schema

Lookup Table

Alteryx Creates Better Visibility,

Manageability, and Quality

Challenges of Existing Solution

• Engineered to produce result with least work; details at customer level not practical or visible

• Gathering and computing coefficients became a “black box” when person who created it left the company; algorithm difficult to refresh

• Inflexibility of process to evaluate other models or go beyond the base data for better variables

Benefits of Alteryx Solution

• Short refresh exercise and

quick tweaks for base data

changes

• Invites improvement and

expansion through rapid

development cycle

• Customer detail feed to Tableau

for richer insights

New PAT Model Process

1. 28 step Alteryx process to produce

100,000 clean customer records

2. Run clean customer list through predictive models to

create new variables to populate CRM lookup table

3. Validate new model against old model

Ad-Hoc Regulatory Document

Report

(Better Client)

Ad-Hoc Regulatory Document Report

Business Case

• New Connecticut regulatory rules

required new documents to be sent to

customers prior to their contract

expiring

• Requirements for new documents are

complex and require the analytics team

to work very closely with the business

unit to assure accuracy

Challenges of Non-Alteryx Solution

• All business requirements rolled up

in a large SQL stored procedure

• Client does not understand SQL

and does not have direct visibility

into how each data requirement

impacts the dataset

• Results in ongoing code changes

and modifications to satisfy the

client

Ad-Hoc Regulatory Document Report Process

SQL

1. Pull customer data components from SQL

server and run through Alteryx to perform ETL,

data extraction, prep/transformation and output/load

2. Process results displayed in Tableau for

business client to review

3. SQL table created from Alteryx,

creating the mail merge file

Base

data

4. Mail merge data relays to Pitney Bowes

process for final output of documents to

be mailed to customers

Alteryx and SQL, Together in Harmony

Customer Survey Updates

(Better Process)

Ambit Energy Customer Surveys

• Ambit Energy has been using customer surveys since 2013 to gauge overall customer sentiment

and gain deeper understanding of customer behaviors

• Net Promoter Score

• Customer Effort Score

• Customer Satisfaction Score

• Measure call center agent performance

• Hold time impact on customer satisfaction and effort

• Deep dive analysis on what makes a customer happy

• Develop baseline for predicting customer behavior

• Customer journey mapping

Analyses produced using customer survey data:

Ambit Energy Surveys and Data Sources

15

Customer Satisfaction Survey

Defector Survey

Post Call Email Survey

Post Call IVR Survey

Survey Name Data Source Data Output

Qualtrics Survey Portal

Tamer Survey Portal

Ambit Databases

Old Data Update ProcessTotal Time: 6 to 8 Hours

16

2. Lots of spreadsheet updates, formatting and

manipulation, append customer information & validation

Approximate Time: 4-5 hours

3. Create tables in SQL database and validate data

Approximate Time: 1-2 hours

1. Download Data

Approximate Time: 15-30 minutes

4. Update and validate Tableau dashboards

Approximate Time: 10-20 minutes

New Data Update Process With Alteryx ryx Total Time: 35 to 60 Minutes

17

2. Using Alteryx, format and manipulate data, append customer information, data validation and create tables in SQL databaseApproximate Time: 7-10 minutes

1. Download Data Approximate Time: 15-30 minutes

3. Update and validate Tableau dashboardsApproximate Time: 10-20 minutes

1. Better Company

2. Better Client

3. Better Process