Vital customer surveys are now seven times cheaper to conduct and extend to all aspects of the business, with intelligent analysis capabilities to follow
Scottish & Southern Energy (SSE) operates the largest energy distribution network in the UK, including the supply businesses of Scottish Hydro, Southern Electric, SWALEC, Airtricity and Atlantic. Supplying over 10 million customer accounts, SSE has more than 50 years’ experience in the generation, distribution and supply of energy.
The Customer Service Operations Team in Portsmouth were keen to investigate ways of improving their current Net Promoter Score (NPS)surveying activity in order to achieve greater efficiencies and a broader measurement of Net Promoter Scoring throughout the business. The important focus was to reduce costs, without impacting the existing level of customer experience.
For maximum flexibility, SSE was keen to deploy interactive voice messaging (IVM). This would enable surveys to be conducted in a highly efficient and automated way that was convenient for customers. Before it went ahead however, the company wanted to be sure that moving to an automated system would not remove the personal touch from the customer experience, or create new challenges relating to the way sensitive customer data would now be used.
By working with outbound communications specialist VoiceSage, SSE was able to quickly allay these fears. VoiceSage provides a range of cloud-based communications solutions that enable companies to automate routine business processes through interactive voice and interactive text messaging.
VoiceSage developed, implemented and deployed a fully working solution to SSE within just three weeks, working closely with the customer services team to provide full reassurance about how customer data would be handled.
“We have used VoiceSage for interactive messaging for two years now. I have always found them to be extremely conscientious and hardworking, overcoming challenges with minimal fuss and always pleased to receive questions, challenges and new opportunities from SSE.”
Liz Furmedge, Customer Service Manager at SSE
Since deploying the IVM solution, SSE has not looked back:
Next, SSE plans to exploit greater analysis and reporting capabilities, including intelligent keyword analysis available via Speech-to-Text transcription. This will allow verbatim comments given during calls to be analysed, creating a more accurate image of issues that customers are discussing.
Says Liz Furmedge, Customer Service Manager at SSE: “We have used VoiceSage for interactive messaging for two years now. I have always found them to be extremely conscientious and hardworking, overcoming challenges with minimal fuss and always pleased to receive questions, challenges and new opportunities from SSE.”
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