Case Study: ScottishPower achieves 22% increase in channel engagement and shifts conversions online with Alterian's ACX Platform

Increase Channel Engagement & Influence Where Conversions Happen

ScottishPower, one of the UK’s major energy suppliers, faced a surge of costly call-center contacts when customers (the “Matt” persona) wanted to override reassessed direct debit payments. They needed a way to recognize customers in real time and steer them toward faster, lower-cost web and mobile self-service channels while preserving a high-quality customer experience. To do this they partnered with Alterian and its Adaptive Customer Experience™ (ACX) platform.

Alterian implemented the ACX Platform—leveraging Insights, Campaign Manager and the Dynamic Decision Engine—to centralize customer data, deploy real-time decisioning and deliver in-the-moment personalized messaging that directed Matts to the online direct-debit process. The change drove a 22% increase in channel engagement (average within 30 days), a 174% lift in related online functions, a drastic rise in web/mobile usage, and delivered time-to-value in four months with real-time rules deployable in about four hours.

ScottishPower

Craig Paterson

Head of Digital