ScottishPower boosts customer self-service web strategy


ScottishPower boosts customer self-service web strategy

Antony Savvas

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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