Case Study: ScottishPower achieves lower support costs through self-service with Alterian

ScottishPower increases self-service billing usage by 174% with Alterian

ScottishPower, a major energy provider, faced a high volume of inbound calls for tasks that customers could complete online, indicating a disconnect in their customer journey. To address this challenge and reduce costs, they partnered with Alterian and utilized its Real-Time CX platform to identify the break points in the customer experience.

Using Alterian's platform for journey analytics and orchestration, ScottishPower delivered personalized, real-time guidance to customers, directing them to relevant self-service tools. This solution dramatically reduced call volumes and empowered customers. The results included a 22% average increase in conversion to digital tools and a 174% increase in the usage of self-service billing functionality, significantly reducing the cost to serve.

ScottishPower