SSE Airtricity - VoiceSage

At a glance

The Challenges

  • Improving cash flow management
  • Preserving customer service standards
  • Maintaining customer satisfaction

The Solutions

  • Rich Media Messaging
  • Payment notifications
  • Integration with secure payment providers

The Results

  • 48% message engagement rate
  • 30% decrease in outbound calls
  • €1,000,000 collected within 12 months

About SSE Airtricity

SSE Airtricity is Ireland’s leading renewable energy provider, supplying greener electricity and natural gas to 800,000 homes and businesses in Ireland.

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The Challenge

A key challenge for SSE was improving cash flow management while preserving a high standard of customer service and satisfaction. The team wanted to notify and assist customers with outstanding balances without any excessive communication. With this in mind, the team chose VoiceSage to deliver a proactive messaging solution that could improve customer engagement, and simplify faster payments, while maintaining strong customer relationships.

 

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The Solution

VoiceSage worked with SSE to provide a Rich Media Messaging (RMM) solution. This solution involves sending customers early payment notifications to make them aware of any upcoming payment in an empathetic way. The RMM solution integrates with SSE’s preferred payment provider, so that customers can instantly and conveniently make secure payments within the message itself. If the customer cannot pay, the message also features a “Call Now” option to connect to agents to further assist them and discuss alternative options. This solution not only builds good customer relationships due to its transparency, but also makes the process quicker and more convenient.

 

The Results

VoiceSage’s RMM solution has had such a positive impact that customers often request the RMM message to make their payments as it is their preferred option. It has resulted in a 20% reduction in disconnections over 12 months, a 48% message engagement rate, a 30% decrease in outbound calls, and the collection of €1,000,000 within 12 months.

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“The new messaging system was so well received by SSE’s customers that they are requesting to opt-in for future communications. The Rich Media Messaging solution vastly improved SSE’s customer experience by offering new, innovative and easy ways to pay.” Graham Wheeler, Collections Manager

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