Case Study: Scottish and Southern Energy achieves streamlined, scalable email customer service with eGain Mail

UK Energy Giant Enhances Customer Service Infrastructure with eGain’s email Management System

Scottish and Southern Energy PLC (SSE) is one of the UK’s largest energy companies, serving millions of domestic, commercial and industrial customers across brands such as Southern Electric, SWALEC and Scottish Hydro. Its 1,500-strong, phone-focused customer service team—rated highly for satisfaction—faced problems with a basic Lotus Notes email setup: all enquiries landed in one inbox, messages were misrouted or printed and lost, and there was no audit trail to ensure consistent, accountable responses.

SSE implemented eGain Mail across four centres after workshops to build a central knowledge base and define routing rules. Incoming emails are automatically analysed, assigned unique IDs, categorized and routed to the right teams, creating a full audit trail and standardized responses. Deployed within a month, the system now handles over 5,000 emails per month, scales for online initiatives like PLC broadband sign-ups, and has delivered more consistent, higher-quality email service and positive customer feedback.

Scottish and Southern Energy

Paula Bromfield

Project Manager