Scottish Power is one of the UK's energy retailers that operates in a highly competitive market where retaining and growing customers is essential. In 2006 they experienced a rise in customer numbers and customer contacts. They urgently needed to find a business partner that could act as an extension to their brand and help them continue to deliver exceptional customer satisfaction and quality standards.
After a three month tender process, Scottish Power chose Vertex as their preferred business partner.
Solution
Working in partnership with Scottish Power, within 12 weeks Vertex sourced all the requirements needed to meet their business challenges, from implementing IT and telephony to recruiting and training employees of which 40% had to have prior utility experience.
Vertex succeeded in meeting Scottish Power's business requirements and delivers the following services:
- General Enquiries
- Payment Enquiries
- Emergency call outs
- Credit and debt management
- Sales through service and customer retention.
Vertex has developed a solid business partnership with Scottish Power. The Vertex operation has become a true natural extension of Scottish Power's brand and services and regularly delivers above the agreed service levels.
Download the ScottishPower case study