NEW YORK--(BUSINESS WIRE)--NGDATA™, the customer experience management solutions company, today announced that Essent.be, an energy company in Belgium, is working with NGDATA’s Lily Enterprise solution as part of the company’s strategy to evolve into a more data-driven, customer focused enterprise. Essent.be has been delivering energy to Belgium and surrounding regions for more than 150 years, and is a subsidiary of RWE AG, one of the Europe’s five largest electricity and gas companies. The company will leverage Lily Enterprise to gain deeper insight into its customers to deliver a better overall customer experience.
After a recent increase in customer base, Essent.be wanted to ensure that new customers in Belgium have a good first impression. The company noticed that it historically took on an increased load in its call center immediately after new customers received their first invoice, so it looked to prevent overloading the customer service desk. Essent.be knew it was critical to service customers in a more personalized, meaningful and effective way, while also creating loyalty. It determined that Lily Enterprise was the ideal solution to address these needs.
NGDATA’s solution helps Essent.be break down data silos to create a single customer view consisting of thousands of industry specific metrics in order to build a detailed record of each individual customer. Using Lily Enterprise, Essent.be is developing a deeper, more sophisticated understanding of each customer’s behavior, resulting in more timely and relevant offers to the customer that enable the company to increase sales, reduce churn, and improve operational efficiency.
Additional business benefits Essent.be is experiencing with Lily Enterprise include:
- Avoided call center volume overload
- More actionable customer data
- Improved customer experience
“Understanding our customer behavior is very important for us. NGDATA’s Lily Enterprise gives us a good start to truly understand our customers at the DNA level,” said Els Descheemaeker, innovation manager at Essent.be. “The ability to understand each customer in a way that will allow us to serve them in a faster, more personalized manner helps us foster loyalty that will ensure we will be around to serve our customers for generations to come.”
Essent.be further intends to use NGDATA’s solution across several lines of business to absorb, analyse, and act on large quantities of data for a more proactive and data-driven approach to customer experience management.
“We love working with forward-thinking customers like Essent.be, whose innovative use cases deliver value by leveraging data from every facet of its organization,” said Luc Burgelman, president and CEO of NGDATA. “Companies across the world are flush with data, and the strategic thinkers within these organizations that can extract value from that data will always be at a competitive advantage. Big data can be overwhelming to some, but with sophisticated, machine learning-based tools like Lily Enterprise, proactive organizations can take on the challenges of big data and deliver real bottom-line value.”
NGDATATM is the customer experience management solutions company that enables enterprises to radically improve the effectiveness of their marketing campaigns, increase up-sell and reduce churn. The company delivers Lily Enterprise, which empowers enterprises to listen bigger to customer interactions across all channels, learn faster from customer’s behavior – continuously building intelligent Customer DNA—and execute smarter with highly targeted product offers and content. Lily includes a unique combination of interactive Big Data Management, Machine Learning, Real-time Behavioral Scoring and Segmentation capabilities in a single integrated solution. Headquartered in Gent, Belgium with offices in New York City and San Francisco, NGDATA provides solutions to data-driven sectors such as financial services, telco and media/publishing. Customers include: AXA, Orange, De Persgroep and Telenet, among many others.