ScottishPower

A multi-channel Sales & Service solution for UK’s leading Gas and Electricity supplier.

http://www.scottishpower.co.uk/

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Case Studies

Scottish Power Case Study

What you need to know...


ScottishPower looked to enable a customer focused transformation across their Retail, SME and Industry & Commercial business groups – an operation spanning more than 7000 agents in multiple call centers that supports a multi-channel customer base of 5 million across more than 10 disparate lines of business.

ScottishPower has been running its core customer facing processes on the Ciboodle Business Process Platform since 1996. Exploiting Ciboodle’s multi-channel capabilities - write once, deploy anywhere, the Ciboodle Platform has scaled seamlessly with ScottishPower to meet user demand across many lines of business and many sales and service processes.

Achievements include:

  • 80% decrease in cost per customer
  • 50% growth in sales
  • 50% decrease in new employee training costs
  • 40% decrease in inbound emails and 25% reduction in inbound calls to contact center

We needed a partner with courage, innovation and commitment to deliver. Sword Ciboodle have a total team mentality – a complete focus on our goals and vision and with their technology, they can really make the impossible happen…

Jim McEwan, IT Director, ScottishPower

What you can download...



  • High Level ScottishPower Contact Center Case Study:
    Download

  • High Level ScottishPower Self Service Case Study:
    Download

  • High Level ScottishPower Change of Supplier Case Study:
    Download

  • High Level ScottishPower SME Case Study:
    Download

  • High Level ScottishPower Complaints Handling Case Study:
    Download

  • Detailed ScottishPower Case Study:
    Download
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Press Releases

Sword Ciboodle Congratulates Marie Curie Cancer Care and ScottishPower on their Outstanding Industry Recognition

Tuesday, 27 March 2012

Companies Receive Accolades for Their Commitment to Innovation in Customer Service

CHICAGO, IL – March 27, 2012 – Sword Ciboodle, a global provider of customer engagement solutions, recognizes the achievements of two customers in their respective industries for customer service programs and processes. Marie Curie Cancer Care was a finalist in the UK Customer Satisfaction Awards in the Interactive Intelligence Best Application of Technology category. ScottishPower is the winner of the 2012 European Smart Metering Awards in the Roll-Out Innovation category.

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ScottishPower recognised for online excellence by USWITCH

Tuesday, 31 July 2007
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Videos

ScottishPower - Energising Multi-Channel Customer Interactions

Friday, 22 June 2012

ScottishPower - Energising Multi-Channel Customer Interactions

22 June 2012

Listen again to our webinar on how ScottishPower became an award winning multi-channel contact center. Richard Tasker (Head of Customer Service Operations, Direct Debit) from ScottishPower and our CTO Steven Thurlow present.

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