Case Study: JEA achieves targeted customer engagement and cost savings with Vertexone's customer segmentation and ML solution

JEA - Customer Case Study

JEA, the community-owned utility in Jacksonville, Florida that serves more than 466,000 electric, 348,000 water and 271,000 sewer customers, needed a clearer understanding of residential customer behaviors to reduce service costs and enable targeted marketing and engagement. Vertexone was engaged to provide customer segmentation services, combining demographics, consumption, payments, interactions and premise data and applying Latent Class Analysis and a supervised machine learning approach to create actionable segments.

Vertexone delivered an eight-segment taxonomy and a supervised classifier that assigns new customers to segments on a monthly/quarterly basis, and integrated the insights into customer systems to enable next-best-action alerts. The segmentation is being used to target E-bill and auto-pay drives, prioritize low-income and prepay programs, tailor digital and field service strategies, and guide marketing and revenue management—resulting in more personalized customer interactions, higher engagement, enhanced revenue opportunities and reduced cost of service.

JEA