Energy Analytics and Big Data for Customer Care

1. Intrarom | Corporate Presentation Energy Analytics and Big Data Dragos Balcu Business Development Manager dragos.balcu@intrarom.ro 06.2015 Intrarom S.A. | 17 Fabrica de Glucoza St , sector 2, Bucharest, cod 020331, Romania | t.: +40 21 2040900 | f: +40 21 2040916 | www.intrarom.ro

2. Local Presence: Romania International Presence • Established in 1993 • Long history in the Telecom sector • Successfully leveraging experience and expertise to Enterprise and Public sectors • Main business pillars: • Manufacturing: • IntracomTelecom’s Microwave Radio equipment for wireless networks • 3rd party terminal products for ADSL/VDSL • Customer Experience Solutions: • Permanent investment in know-how and partnerships with global vendors such as Genesys, Nice, Nuance, RMG Networks… • IT (Integrated & Turn-key solutions): • Delivery services for own software solutions • System Integrator for equipment of top IT vendors • Highly skilled resources • Infrastructure Deployment, Multivendor Support

3. International Presence Introduction to Big Data Analytics

4. Key Challenges in All Industries International Presence Shrinking Revenues Network Costs Customer Experience • Decreasing ARPUs • Competition • Commoditization risk • OPEX/CAPEX savings • vs. • Optimal QoS • Get into subscribers’ minds • Augment QoE • Customer loyalty The answers are already there… ...in the enterprise’s own data

5. Cross-domain correlation for Holistic Insights International Presence • Optimization of network utilization • Network capacity planning • Anomaly detection & troubleshooting • Network monitoring and protection • Self-healing networks • Partner routing • Fault Management • Billing accuracy & revenue assurance • SLA management • Interconnect billing analysis • Real Time Reports • Fraud & suspicious traffic detection Maximize revenue& profitability Optimize network performance, capacity & cost Customer Experience • Subscriber profiling & segmentation • Product development & tariff optimization • New product rollout visibility • Yield management & dynamic pricing • Service personalization • Customer acquisition, retention & loyalty management • Churn prevention • Device analysis • Campaign management & precision marketing • Contact center alerts • New customer experience monitoring Attract, serve and retain customers Conceptualize, deliver and monetize services

6. International Presence Big Data Analytics for Energy

7. Top-3 reasons why customers churn International Presence 1. Financial reasons • High bills • A competitor offers a more economic alternative • But, 86% will pay more for a better quality of experience!1 2. Quality of Interactions2 • 68% of customers leave a company because of its attitude of indifference • 89% start doing business with a competitor due to a poor customer experience 3. Responsiveness to individual requirements3 • Power cuts / unexpected bills • Average 9’/year to interact with their utility • 1 5 Ways Energy Service Companies can reduce Customer Churn, Inalign, 10/2015 • 2 Customer Experience Impact Report, Oracle, 2011 • 3 The Value of the Engaged Energy Consumer, OPower, 2014

8. What are customers looking for? International Presence 1. Informative communication1: • 82% would like to automatically limit electricity usage at peak periods • 79% would be satisfied detailed feedback and suggestions • 61% would use a remote monitor and control 2. Personalized interactions2,3 • Instant, relevant and meaningful 3. A customer wants to: • Pay less if possible • Be informed • Receive attention to his requests/complaints • 1Millennials: Faces of the New Energy Consumers, Accenture, 07.2016 • 2Churn Management in Utilities: Arthur D. Little, 2015 • 3Energy providers and Shifting Value Pools, Accenture, 04.2016

9. Data Analytics for Customer Care International Presence

10. Reporting and Notifications International Presence

11. Simple Reporting and Notifications International Presence • Real Time energy consumption reporting • Simple usage patterns identification

12. Simple Reporting and Notifications International Presence • Historic Reports

13. Advanced Functionalities International Presence

14. Forecast consumption for any given period International Presence

15. Anomaly Detection International Presence Constant monitoring of individual consumers behavior using smart meters Observed spikes:Do they correspond to fraudulent behavior, leaks or just random consumer acts? • Include additional information • Weather data • Working time and dates • Daylight • Using historic information, predict energy consumption on consumer level

16. Appliances Usage Patterns International Presence Use smart meter readings in order to deduce habits and households devices: • Occupied / Non occupied residency • Appliances and usage habits Occupied Stove Not occupied

17. Expert Functionalities International Presence

18. Advanced Anomaly Detection International Presence Group Prediction • Employ customer profiling • Consider a customer segmentation based on demographics • Geographic data • Type of residence • Residence area • Number of occupants • Demographic characteristics • Consumer profile is more than prediction: • Create a profile per consumer • Cluster similar profiles together and evaluate consumption patterns Energy Time Normal Actual consumption Individual Prediction Energy ` Time Fraud?

19. Real-time anomaly detection International Presence Consecutive anomalies in the air-conditioning readings. At the time of observation (~14:00) the observed consumption is well above the expected daily load.

20. Personalized Campaigns International Presence • Suggestions to save money • “An average household with the same characteristics, in the same area consumes 15% less power” • Indicate hidden saving opportunities • “Take advantage of flexible night rates in order to use the washing machine” • Offer economic incentives for peak-load management • “Due to high cost of kwh during noon, use the water heater in the afternoon or the morning” • Offer rewards for following campaigns • “Tomorrow no charges will be applied! Thank you for being a loyal member” • …

21. IntracomTelecom’s BigStreamer Solution International Presence