Case Study: ScottishPower achieves improved debt management and customer retention with SAS

ScottishPower manages and minimizes debt across 5 million customers

ScottishPower’s Energy Retail business, which supplies gas and electricity to about 5.3 million UK customers, needed a scalable way to understand and reduce customer debt exposure while protecting retention. The existing spreadsheet and desktop analytics couldn’t handle the full customer base or provide timely, actionable risk intelligence for preventing arrears and guiding customer treatment.

By deploying SAS Enterprise Guide, Enterprise Miner and SAS/ETS to collate, cleanse and score customer and geo‑demographic data, ScottishPower now runs risk scores across its entire domestic book in roughly 20 minutes and applies them weekly in live systems. The result is reduced debt exposure, more targeted and fair customer pathways and marketing, improved productivity, and measurable savings—such as a 43% cut in reminder mailings for a segment (saving 20p per letter).

ScottishPower

Duncan Bain

Risk Analytics Manager