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Customer Engagement for Utilities

Customer Engagement for Utilities

Innovative utilities are using advanced analytics to understand what matters most to individual customers.

"FICO optimization technology gives us the power and flexibility we need to determine optimal strategies that provide benefits to the customer and the grid." 

– Seyed Madaeni, Principal of Grid Engineering Solutions at SolarCity

Solution Details

Lead the way to more customer-centric operations.

Utilities used to be the epitome of one-size-fits-all service. No longer. Today you’re tailoring services so customers can choose what they value most — maybe it’s saving money, convenience, flexibility to adjust to changing consumption needs, or usage feedback, comparisons and predictions to help with budgeting. Intelligent automation driven by decision rules, powers onboarding processes, new service packaging, pricing and payment options that expand customer choice and opportunities for engagement. 

FICO decision management solutions enable you to make complex onboarding decisions in an instant. We put the power of advanced analytics, including predictive models and optimization, in the hands of your business users. Working visually, they can create sophisticated engagement strategies based on timely insights from diverse data sources, such as the IoT and customer profiles, historical behavior and current interactions.

Use Cases


Offers and Pricing

Give customers more options for how to consume and pay for services.

Using predictive models, you can create granular segments based on how customers are likely to respond to pricing and offer characteristics. Optimization recommends the best strategy for maximizing a goal such as revenue or retention, given predicted customer behavior and your specific business conditions.

  • Predictive analytics
  • Pricing optimization (prescriptive analytics)
  • Rapid design/deploy of analytics-driven digital applications


Make the process fast and friction-free even for complex requirements.

Self-service web interfaces powered by automated intelligent decision-making speed up processing of new business applications. Driven by your decision rules, they simultaneously orchestrate any number of individualized onboarding processes. One FICO client is automating 80% of 25,000 water and sewer line applications from land developers annually.

  • Business rules management
  • Rapid design/deploy of analytics-driven digital applications


Know you’re complying with all levels of regulation, and effortlessly prove it.

With the ability to easily set up business rules and use them to automate or guide processes, you can improve adherence to your organizational policies and adapt quickly if they change. You can also ensure compliance with all regulations applicable to specific situations and regions/municipalities.

  • Business rules management
  • Centralized governance of analytic models

Customer Service

Communicate proactively with consumers using their preferred methods.

Intelligent automation and communications are enabling utilities to reach out to customers at the right times in the right ways (email, SMS, voice messages). Companies can alert consumers and businesses when their usage falls outside of chosen or default thresholds. They can send timely notices about power outage resolution.

  • Business rules management
  • Intelligent omni-channel communications management


Focus your resources where they’re most likely to help customers and improve business results.

Be as targeted in your handling of delinquencies as you are about any other aspect of the customer experience. Treating all past-due accounts the same wastes money and introduces unnecessary friction into valuable customer relationships.

  • Collection scoring (identify who is likely to self-cure)
  • Comprehensive debt management system
Building Resiliency – Adapting to the Challenges of Today | April 20 - May 28, 2020
Virtual Event
April 20, 2020

Building Resiliency – Adapting to the Challenges of Today | April 20 - May 28, 2020

We want to help you future proof the next step in your organization’s journey by sharing the lessons FICO experts have learned about building resiliency during tumultuous times. Register below to gain access to our virtual event series.

From April 20 through May 28, FICO will host a series of live webinars sharing best practices and strategies for resiliency in your organization. The topics fall within six tracks including adaptability, digital customer engagement, risk management, operational efficiency, building trust and protecting customers.

Join Us
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