Case Study: ScottishPower achieves faster customer support and fewer user errors with WhosOn live chat

ScottishPower - Customer Case Study

ScottishPower, a UK utilities provider serving over five million homes and businesses, was moving services like bill management online and going paperless. The digital transition left some customers confused and experiencing frequent log-in errors, creating a need for immediate, scalable support without over-stretching staff.

Parker Software’s WhosOn live chat was embedded into ScottishPower’s customer web portals (an eight-user account, with chat windows placed in error messages) to provide instant assistance. The proactive integration handles about 300 contacts a week, cut user errors and complaints, increased same- or next-day resolutions, and improved outcomes for both customers and support teams.

ScottishPower

Gordon Dyet

Digital Communications Manager