ScottishPower

Powering customer service excellence

ScottishPower is a utilities giant and household name. Supplying energy to more than five million homes and businesses across the country, ScottishPower has kept ahead of a rapidly evolving industry since 1901. Its next challenge was to transition to the digital era.

 

The challenge

ScottishPower was going paperless. Services such as the management of bills were moving to the web, and this meant that some customers were left confused. Log-in errors were rife, and a solution was needed that would allow immediate customer support – without stretching employee resources.

 

The solution

To make sure support teams were able to provide a helping hand exactly when needed, ScottishPower chose an eight user live chat account for use within customer web portals. The Parker Software team worked closely with agents throughout implementation, offering ongoing training and technical support.

The final offering was tailored to suit all of ScottishPower’s needs, right the way from a custom chat window design through to the creation of canned messages that reflect the organisation’s ethos.

 

The results

WhosOn’s flexibility allowed for a live chat window to be embedded within error messages, immediately providing customers with a way to reach out for advice. This proactive approach has been positively received by users across the board.

With an average of 300 contacts via WhosOn each week, a drastically reduced number of user errors, a decrease in customer service complaints and an increase in next or same day resolutions, WhosOn has benefited both ScottishPower employees and customers alike.

 

The feedback

WhosOn was the ideal solution. Because it is so flexible, we were able to embed a live chat window with our error messages, immediately providing customers with a way to reach out for advice. This proactive approach was positively received by users and has driven down the number of errors from this section of the website overall.

The live chat tool allows us to respond more efficiently to customer enquiries instead of fielding large numbers of phone calls. In addition, the training that Parker Software provided for our agents really helped us deliver the same quality of service our customers have come to expect from our phone lines via a text-based tool.

One of the best things about integrating WhosOn was that it is an out-of-the-box tool that we can tailor to suit our own needs. Parker’s technology is so straightforward that there have been no problems using it. Whenever we needed support to make any changes Parker Software’s team was on hand to help.

Gordon Dyet, Digital Communications Manager, ScottishPower