Synergy is the state’s largest electricity generator and retailer of gas and electricity with more than one million residential, business and industry customers. We provide 52% of the electricity sold to households and business customers in the South West Interconnected System (SWIS) and about 55% of the contestable gas load in the industrial and commercial market. Prevention of customer churn translates to immense value for Synergy, especially with such large volume of customer base. Synergy currently relies on business operatives’ expertise to identify customers at risk of churn and time proactive retention measures to be performed.
Analytic Services & Solutions – a team of data scientists and analysts within Synergy’s Retail Business Unit – envisage development of statistically sound churn model will provide valuable insights for identifying customers at risk and perform timely counter measures to prevent them from closing their business with Synergy.
We propose a collaborative research and development endeavour with a CEED WA candidate to:
- Assess modelling methodologies that are statistically sound and best suits Synergy’s need for identifying customers at risk of churn; and
- Develop bespoke churn models that are capable for deployment across all Synergy’s customers.
Analytic Services & Solutions will provide support for the CEED WA candidate in sourcing required data for analysis and modelling, and communicating with key stakeholders who can provide practical operational insights and knowledges otherwise inaccessible through purely data driven analysis procedures.