Scotland-based utility ScottishPower is reportedly updating its online unit in order to provide customers with better service. According to uSwitch.com, the utility is looking to center its online operations around household customers and small and large businesses.
The price comparison website cited Nicola Morrison, online manager at ScottishPower, as telling Precision Marketing: We’re experiencing increased traffic for information relating to how best to reduce bills through energy saving measures, and many more customers are now managing their energy accounts online.
The website also reported Ms Morrison as saying: We’ve updated our online presence to meet the demands of our users and to stand out in a crowded market. According to uSwitch, ScottishPower customers will receive emails about the new site and will also be advised on ways to adopt energy-saving measures.
ScottishPower’s online aims were initially revealed in February 2007, when the utility chose Cambridge, UK-based e-service solutions developer Transversal to support its online billing and customer service growth. At the time, Transversal commented that ScottishPower had chosen to use its intelligent web self-service for fast, accurate answers to customer queries.
The company said that ScottishPower is hoping to expand its current 5.2 million UK online customer base and that the utility saw the best way to achieve this as being to ensure that customer queries were responded to rapidly. Transversal commented that this would encourage consumers to adopt more online services such as meter reading and billing.
Leading organizations such as ScottishPower see that the web is becoming the primary customer service and sales channel for a growing number of today’s consumers, Davin Yap, CEO of Transversal, commented, in February.