Utility ScottishPower is using a new web self-service
system from Transversal to widen the use of online billing
and account management to cut operational costs.
Increasing the number of its 5.2 million UK customers that
manage their gas and electricity accounts online is a key part of
ScottishPower's business strategy.
Ensuring that customers receive rapid responses to their online
account queries is critical to this aim. By using Transversal's
technology, 95% of customer questions are answered automatically,
said ScottishPower.
This significantly enhances customer service and encourages
consumers to adopt more online services, such as meter reading and
billing, said the utility.
ScottishPower introduced a new website this month, based on the
latest web accessibility standards and reflecting ScottishPower's
new branding and advertising campaign.
Customers can enter meter readings online, view and pay bills,
change services, update personal details and notify the company
when changing address.
Nicola Morrison, ScottishPower online manager, said, “Working
with Transversal has not only helped underpin our online growth,
but has given us an unparalleled insight into our customers'
requirements through the ability to analyse the questions they are
asking.”
By investigating the type and number of questions asked on its
site, ScottishPower has been able to ensure that the right
information is immediately available to its customers - without
needing to invest in costly market research.
For example, after seeing a growing number of queries on energy
efficiency, this information was made more visible on the new
site.
Related article:
ScottishPower adopts new mapping technology
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