Case Study: Tellistic’s sentiment analysis dashboard for a national utility company
In the bustling world of energy service providers, where technical efficiency meets customer expectations, communication often shapes public perception. This was the challenge faced by a national electricity utility company struggling to bridge the gap between its customers’ voices on social media and the actionable insights that could guide its operations. Enter Tellistic Technology Services, armed with a vision to transform the utility company’s support strategy through sentiment analysis.
The genesis of the intervention lay in addressing a growing issue—customer complaints that surfaced daily on X (formerly Twitter). These ranged from the disruptive impact of blackouts and fallen electricity poles to distressing incidents involving power lines catching fire. Each post represented an individual experience, but to the utility company, these complaints arrived fragmented and uncoordinated, often lost in the noise of thousands of social media interactions. What could have been an opportunity for immediate intervention often turned into isolated cases at call centers with no mechanism to see the bigger picture.
Tellistic Technology Services envisioned a solution that combined technology, analytics, and actionable insights. It began with creating a system that could pull daily posts from X, filtering out irrelevant chatter to identify the voices that mattered most—those of affected customers. At the core of this system was a custom sentiment dictionary, a sophisticated tool tailored to the electricity provider's unique needs. This dictionary could assign sentiments to posts, categorizing them as positive, neutral, or negative based on keywords critical to the support process. Words like "blackout," "electricity lines on fire," "fallen poles," and "meter units not loading" were flagged as urgent, signaling severe service disruptions.
What set this intervention apart was its synergy with Power BI, the powerhouse of data visualization. Tellistic Technology crafted dashboards that transformed raw data into vivid visual insights. Word clouds highlighted recurring complaints, offering a quick snapshot of common issues that needed attention. Geo-tagging added a spatial dimension, pinpointing locations where problems were reported. Trends emerged from these visuals—patterns of blackouts in specific regions, recurring complaints about meter unit failures—guiding maintenance teams on where to focus their resources.
This was more than just technology; it was a shift in the company’s operational mindset. The dashboard was seamlessly integrated with the utility company’s ticketing system, ensuring that high-priority issues flagged by sentiment analysis were automatically translated into actionable support tickets. For instance, a cluster of complaints about fallen poles in a neighborhood would generate a ticket that maintenance teams could act on immediately. This proactive approach replaced the reactive, fragmented response that previously characterized customer support.
The impact was undeniable. Near real-time issue detection meant problems could be resolved before they escalated. Maintenance teams, armed with data-driven insights, could allocate resources effectively, addressing areas with the most severe challenges. For customers, this translated to quicker resolutions, improved satisfaction, and a growing trust in the company’s commitment to reliable service.
Sentiment analysis, coupled with analytics tools like Power BI, proved to be a transformative force. It bridged the gap between scattered voices on social media and coordinated action in the field. What started as a technological intervention became a cornerstone of the utility company’s customer service strategy. And in doing so, it demonstrated how innovation and empathy can coexist to create a service that truly listens.
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