Meralco ups customer experience with data management solutions

Meralco ups customer experience with data management solutions
Image Credit: Meralco

Builds its own data platform.

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Philippine’s largest power distribution conglomerate, the Manila Electric Company (Meralco) said it uses data management solutions from software company Talend and hybrid data company Cloudera to enhance customer experience and operational efficiency. 

Meralco, along with its partners, has built its own robust data management platform Meralco Data Platform (MDP) that could accommodate and manage large volumes of data at speed.

Meralco’s vice president Rocky D Bacani said they are working to provide exceptional service to customers, streamline internal operations and create new opportunities for innovation through data management. 

The firm has embarked on its digital transformation journey in 2020 to power customer centricity through data. 

It has used Talend’s integration platform data fabric to fetch clean, complete, uncompromised data to the MDP, enabling advanced analytics, dashboards, and reporting capabilities with machine learning.

Through the MDP, the firm has revolutionised data collection, processing, and utilisation. It had innovated and modernised its data infrastructure, supporting a new data lake, data warehouses and data science workbenches.

Partnering with Cloudera, Meralco could also process and run data via various machine-learning models. It has implemented predictive analytics and integrated the data silos within the organisation to enable full data visibility. 

Bacani said they could improve the turnaround time for the provision of electricity services, thus raising customer satisfaction levels by analysing customer complaints and inquiries. 

Meralco has signed up for a predictive analytics feature for enhancing the identification of secondary lines for rehabilitation and overloaded distribution transformers. 

These predictive models have helped line offices conduct targeted field verification and facility correction, resulting in the prevention of outages to almost 200,000 customers in 2021.

It has also leveraged MDP to launch M-Wing, a single-source management dashboard, accessible online via mobile devices, for reporting of key performance indicators.

The company further aims to improve the customer experience at every touchpoint, asset and grid management. 

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