AUM – SCORE – Customer Facing Advanced Analytics

 

When I started at American Utility Management (AUM), I was asked to stabilize a Software as a Service (SaaS) platform that was crashing multiple times per day.  It was a challenge.  Within my first week with the company, I was listening to the President of the company complain about how our customers knew we were down before we did!    Within the first four months, the platform was stable, faster and I designed an exception management process that “knew” when things were supposed to happen.  It sent alerts to the developers and operations team when they needed to become aware of any system events.   Operations knew at the same time as the developers so they could begin managing their customers while the development teams worked the issue.   We received many kudos as well as new customers because our service levels became legend in our industry.

My next challenge was much bigger.  Help AUM change their image to become a trusted adviser to their customers instead of a commodity processor of utility bills.  We decided that advanced analytics coupled with knowledgeable consulting was the path.   As a team, we evaluated analytics engines, chose,  installed and developed an industry-first customer facing analytics platform within 90 days after installation.   AUM Advanced Analytics was awarded the 2013 and 2014 MHN (Multi-Housing News) Technology award.

What next… how about SCORE.  An advanced statistical analytical application developed based on a year-long study conducted by AUM and Georgia Tech University.  SCORE (Statistical Comparison of Relative Efficiency).  After meeting with the very bright people at Georgia Tech, I was asked to commercialize a set of advanced algorithms and design an easy-to-use online product.  The first edition of SCORE was rolled out 120 days after start of design.  I was responsible for all aspects of the product from database design, to reporting to user interface development.  SCORE took AUM to the next level.   As a result, we won 95% of all new customer initiatives for the following two years.  An introductory video developed for SCORE appears below.

 

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