Scottish and Southern Energy powers customer relationships

UK utility provider improves customer communications

Utility firm Scottish and Southern Energy has implemented customer service technology to improve services.

The system includes deeper analysis of customer data and behavioural patterns to enhance its customer view.

The company is using software from SPSS across the business including its customer services, sales and marketing departments to achieve more targeted marketing activities.

Benefits include more tailored marketing campaigns communicating offers to the most relevant customers which the organisation hopes will increase response rates as well as saving both time and resources.

‘In a competitive, mature market it’s vital we understand our customers as well as possible,’ said Ian Wood, head of sales process at Scottish and Southern Energy.

‘It’s the best way to get a clear understanding of where the business is going and how we can stay ahead of our competitors,’ he said.

Other benefits include faster and more accurate data collection and analysis through merging data from different channels including telephone, post and internet on to a single platform.

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