Case Study: SSE Energy Solutions achieves faster, more customer-centric digital services with Sopra Steria

SSE Energy Solutions halves time to release experiences with Sopra Steria

cxpartners, the research and design team within Sopra Steria, partnered with SSE Energy Solutions. The energy supplier faced a challenge as its business customers struggled with manual, inefficient digital interactions, such as receiving quotes via email or having to call for statements. This created internal costs and highlighted a need for SSE to become more customer-centric and deliver improved digital services.

Sopra Steria addressed this by designing new digital services, including a consolidated website and an online quote-and-buy journey, while simultaneously embedding customer-centric processes within SSE. This involved creating a new project framework, a research panel, and a customer experience strategy group. The results included a 50% reduction in page loads for key tasks, a potential 30% drop in call center traffic, and a halving of the time it takes to release new experiences to customers.

SSE Energy Solutions