26 Feb 2007
ScottishPower is using an intelligent web-based self-service system to enable faster, more accurate answers to customer queries.
The system, from Transversal, ensures customers receive rapid responses to their online account queries.
'We are committed to making it easy for our customers to benefit from the flexibility and cost savings of managing their accounts online,' said Nicola Morrison, online manager at ScottishPower.
'As part of our overall aim to be the industry’s number one for customer service we needed to ensure that they had fast, accurate answers to their queries. The system. but has given us an unparalleled insight into our customers’ requirements through the ability to analyse the questions they are asking,' she said.
Increasing the number of its 5.2 million UK customers that manage their gas and electricity accounts online is part of ScottishPower’s business strategy to become the UK’s best integrated power provider.
Some 95 per cent of customer questions are now answered automatically, improving customer service and encouraging consumers to adopt more online services such as meter reading and billing.
ScottishPower introduced a new web site in February 2007. Customers can enter meter readings online, view and pay bills, change services, update personal details and notify the company when changing address.
'We are committed to making it easy for our customers to benefit from the flexibility and cost savings of managing their accounts online,' said Morrison.
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.
What do you think? Email us at: feedback@computing.co.uk
Further Reading:
Scottish Power shifts to single billing system
i have today attempted to call your office twice with a simple query,only to find that after answering the questions on the automated voice response,and selecting the options,you told me you are too busy to take my call and disconnected me.If you are hoping to be the industry's number 1 for Customer Service,then you have a long way to go,as your treatment of customers is truly appalling!
Posted by: Mr A. Summerbell 17 Feb 2009
Having supplied my e-mail address and bearing in mind that you have my details at your fingertips,I am surprised that you have not contacted me(being a valued customer) to help me in the process of submitting my meter readings-but I suppose I am in a queue! Don't worry,I'm not going to ask for re-imbusement for my phone calls,just contact me and I'll give you my meter readings-it's as simple as that!!!
Posted by: Gerald F.D.Ring 11 Feb 2009
For a year I have tried to send my readings on line with no success.I have been trying to pass them on by the automated phone system,today, three times having re-read my meter in case it was my fault,-it wasn't! so I thought I'd write and discover that i have received no correspondence from you ,so no address to send it to! No address on your internet links-so my patriotism in staying with a British Company has back-fired on me!!!(or are you still a British Company? I would suggest that you change the music on your "thank you for your patience tape"as apart from being an atrocious recording,it makes me feel as though I'm sitting in church waiting for the coffin to arrive!!
Posted by: Gerald F.D.Ring 10 Feb 2009
This is all I can get out of Scottish Power:
Sorry, unfortunately we have experienced a temporary problem.
Please click on "RETURN TO MY ACCOUNT" or try again later.
Sorry for any inconvenience this has caused.
I'd ask for my money back if I were them!
Posted by: Jim 29 Oct 2008
I have unsuccessfully tried to obtain tariff information via the phone and email.
my phone call got the message "we are busy helping other customers so please ring back later"
my email elicited a auto response "we will answer your query within 5 days"
what a shambles.
British Gas & EON answered my queries within a minute.
Posted by: graham lodge 19 Jun 2008
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