The capabilities that Experian has developed to support the financial services marketplace are increasingly being applied to other industry sectors, such as energy, telecommunications and healthcare, as companies seek to gain a better understanding of their customers.

National Grid is an international energy company, delivering power to more than 7.5 million businesses and homes in the US. At the start of the economic downturn in 2008, National Grid saw an unprecedented shift in customer behaviour, with customers who had previously never missed a payment now suddenly behind. It required a new approach to managing past-due customers; one that would enable collections actions to be matched to individual circumstances.

National Grid implemented Experian's Portfolio Management Package, which uses behavioural scoring to measure the relative risk of customers in arrears and determine the best way to treat each one. Champion/challenger techniques allow these strategies to be constantly tested and refined.

Tracey McCarthy, Vice President, Customer Financial Services at National Grid, said: "When we started this project, we wanted a smart tool. Today we look very smart. More importantly, we are serving our customers better".