The Manila Electric Company (Meralco) has developed a customised analytics platform that improved the turnaround time for the provision of electricity services, while raising customer satisfaction levels through analysis of customers concerns and enquiries.
The new Meralco Data Platform (MDP) processes the utility company’s data and runs various machine learning models – allowing Meralco to implement predictive analytics for improved identification of secondary lines for rehabilitation and overloaded distribution transformers.
These predictive models helped line offices conduct targeted field verification and facility correction, which resulted in prevention of probable outages to almost 200,000 customers in 2021.
“By unlocking the value of information to insights and harnessing the connected intelligence across Meralco, we bring to light where and how we can drive exceptional service to our customers, streamline our internal operations and create new opportunities for innovation - fully recognising the power of data as an enabler to business growth,” said Rocky Bacani, Meralco first vice president and head of information, communication, technology and transformation.
Meralco required a robust data platform that could handle the volume and speed at which data was collected and generated across its online channels, electricity supply chain management systems, and more. Furthermore, it had to implement a solution that could store and integrate data from across the organisation while eliminating data silos, allowing them to use various data to improve customer service.
Cloudera worked with the Philippines’ largest electric power distribution company to develop the MDP. Cloudera also helped Meralco to integrate the data silos within the organization, including all elements of its operations. This will provide Meralco with full visibility of relevant data that they can leverage to know more about the needs and behaviour of their customers, which will in turn uncover more opportunities to further improve customer experience at every touchpoint, improve asset and grid management, and increase operational efficiency.
To date, Meralco has also leveraged MDP to launch M-Wing, a single-source management dashboard, accessible on-line via mobile devices, for reporting of key performance indicators. The business performance reports are presented internally to Meralco and the Board, as well as externally to investors and the media.
“We’re delighted to support Meralco on its data journey and enable data-driven decision-making to provide value for both the organization and its customers. Cloudera’s scalable hybrid data management and analytics platform will help Meralco streamline data and maximize the value gained through its entire data lifecycle,’’ said Remus Lim, vice president of Asia Pacific and Japan, Cloudera.