Case Study: Scottish & Southern Energy achieves seven-fold survey cost savings with VoiceSage

Scottish & Southern Energy has its finger on the pulse thanks to VoiceSage

Scottish & Southern Energy (SSE) wanted to improve Net Promoter Score surveying across the business while reducing costs and preserving the customer experience. Working with VoiceSage, the utility explored interactive voice messaging (IVM) as a more efficient, automated way to run customer surveys without losing the personal touch.

VoiceSage implemented a cloud-based IVM solution for SSE in just three weeks. The result was a seven-fold reduction in communications costs, from more than £3 to under 40p per completed survey, plus greater outbound call capacity and the ability to extend surveys across all departments and locations. VoiceSage also freed up 15 call agents for higher-value work and is now helping SSE explore richer analysis through speech-to-text and keyword insights.

Scottish & Southern Energy

Liz Furmedge

Customer Service Manager