SSE PLC

A new and improved customer service portal

A scalable B-2-B focused web-based portal
Improved customer experience and customer management
Improved efficiency and reporting by automating services
Reallocation of valuable resources to be used elsewhere
Greater control and transparency end-2-end

Challenge

SSE Renewables is a leading developer and operator of renewable energy, headquartered in the UK and Ireland, with a growing presence internationally. Propel Tech was commissioned to work as a partner with SSE to deliver a full end-2-end transformation of SSE’s customer-facing B2B account management portal and back-end systems and the processes that feed into this.

The key challenge was to ensure any new online B2B customer-facing system delivered immediate response times, exceptional service, and handled specialist requirements, all while offering a resilient, modern, proactive and responsive technology that could adapt and flex to business disruption and customer needs.

Solution

Working closely with the team at SSE, Propel Tech began by scoping out the strategic requirements and mapped customer needs to an automated solution, given the scale of traffic, and the number of possible queries that the portal needed to manage, the team at Propel planned against multiple ‘what-if’ scenarios.

Propel Tech worked hand-in-hand with SSE to scope out needs and possible break points of any system, managing the development end-to-end required regular collaboration, and frequent testing, all of which was delivered by Propel’s in-house team of developers, testers, and project managers to ensure it tackled any challenges, could be scaled, and that it worked perfectly from day one.

The finished portal - The Business Energy Centre (BEC), provides business customers, energy brokers, and consultants with real-time information on their business energy accounts, quick resolution of issues, and the ability to monitor usage and access statements and bills - All in an automated environment.

Impact

The new system immediately moved business customers to a self-service model that made their lives easier, not only saving customers time but cutting out the confusion and streamlining issue resolution.

Our bespoke solution also made SSE’s business portal more efficient and raised SSE profitability by freeing resources of SSE’s in-house team across its call centre and IT team; the new system freed up staff by diverting people from a call centre to the new web portal, and the automated system freed the IT teams time to focus on other areas of technology requirements.