Case Study : Scottish Power
Scottish Power (SP) has over 3.5 million customers in Scotland, Merseyside and North Wales. With most of its customers based in some of the windiest, stormiest parts of the UK, maintaining reliable electricity supplies is a constant struggle for SP. The company is subject to the same regulatory scrutiny as its competitors, and if an outages do occur, failing to inform customers effectively can result in penalty fines worth millions of pounds. SP's contact centers were insufficient to handle the massive peaks of demand levels during an outage and hence required a new and improved architecture to support the demand levels.
The storm® platform was used to buffer SP’s contact centre, providing call automation as well as real-time and historical reporting. The massive scalability of storm provided SP effectively unlimited capacity to handle a huge surge in traffic seamlessly.
“We needed an approach that gave us the capacity and versatility to respond effectively to sudden changes. During storms in January 2012, we used the platform to handle 2 months’ worth of calls in a single day. The system performed seamlessly under this extreme pressure, enabling us to process as many as 6,000 enquiries an hour. We were blown away by the storm platform and by the approach of the Content Guru team. They worked in partnership with us to deliver exactly what we needed.”
Andrew Gallacher, Customer Service Manager, SP Energy Networks
Using our storm services, SP’s contact centres processed 98% of their enquiries
storm automated 75% of all enquiries, reducing long waiting times and the number of dropped calls