Leading energy provider ScottishPower uses Transversal intelligent Web self-service to provide fast, accurate answers to customer queries. 95% of questions asked through Web self-service are answered successfully online. This has improved customer service and encouraged more customers to adopt online services such as meter reading and billing.

Customers have more flexibility in their choice of supplier than ever before. Increasingly, customer service is the crucial differentiator between you and your competitors. If your company does not meet its demands successfully, it is a straightforward matter for customers to switch.

The Transversal solution:

Leads in customer service

• Gives accurate, consistent answers by preserving your best information in an online knowledgebase that is available at all contact points
• Supports multiple communication channels, including Web self-service, virtual agent, email, secure messaging, callback and live chat
• Cuts response times by answering common enquiries online, reinforcing turnaround deadlines for email contact and equipping agents to handle difficult problems
• Helps agents to identify and prioritize problems that represent serious inconvenience or danger
• Personalizes contact and eliminates redundant responses by tracking each stage of an enquiry

Handles more complex enquiries

• Helps agents to focus on intricate, higher value problems by deflecting common enquiries to Web self-service
• Equips agents to resolve a wider range of issues by putting a knowledgebase of answers at their fingertips
• Supports multimedia – photographs, video clips, diagrams – for illustrating technical issues
• Provides real-time contact channels to guide customers through difficult procedures, such as reading a meter
• Is immediately updateable in response to service changes or important events

Reduces operating costs

• Answers common enquiries automatically online, at a significantly lower cost per question than handling them through the contact center
• Cuts investment in agent training
• Decreases staff turnover by taking pressure off individual agents
• Integrates content delivery with customer-driven advertising
• Equips agents to pursue cross-selling opportunities

Applies the latest technology

• Supports all modern browsers, platforms, mobile and alternative browsing devices
• Fulfils DDA and RNIB requirements for access to users with disabilities
• Integrates with legacy CRM systems, allowing advanced eService to be rolled out without losing abandoning existing software