Scottish Power, has the best online service of any energy provider in the UK. Uswitch has revealed that the company has been recognised for its online excellence. IT Director at ScottishPower, Andrew Neilson, has credited Graham Technology – the technology provider behind ScottishPower’s Online Energy system – for the success. He said: “We are delighted to have been recognised by USWITCH for the quality of our online service.” “At the core of our success has been the excellent process-based technology platform from Graham Technology, which has revolutionised other areas of our business and is now powering Online Energy as well.” ScottishPower also revealed that it has recently surpassed the key milestone of 500,000 online users, and continues to grow. The energy company is conscious of the role that Graham Technology has played in driving its online success. “Being able to reuse already defined business processes from one area of the business to the Online Energy system definitely helped,” said Neilson. “We have also been impressed by the system’s ability to scale – we’ve gone from zero to over half a million online users with no problems.” Graham Technology has worked with ScottishPower on a variety of customer-facing technology projects and the value of using a business process platform as an underlying technology was realised during the Online Energy project. A host of business benefits have been realised since the deployment of Online Energy, from major reductions in inbound contact centre queries to improved billing and customer service levels. “With Online Energy we have delivered a solution that has an immediate impact on improving customer experience, and we are pleased to see that ScottishPower has been recognised for this,” said Mike Hughes, managing director, Graham Technology. “We look forward to continuing to help ScottishPower lead the field in customer service.” The Online Energy system allows customers to manage their accounts more efficiently and reduce paper bills by entering meter readings, and accessing, paying and amending bills online. The service also allows new customers to register and apply, and generates quotes to calculate potential savings by switching supply to ScottishPower.

About Graham Technology

Graham Technology specialises in contact centre software and services. Since 1986, Graham Technology has worked with blue-chip organisations striving for operational excellence and who, in partnership with Graham Technology, have realised exceptional return on investment. Headquartered in Scotland, Graham Technology has seven global offices, supporting a worldwide customer base. With its flagship customer interaction software, ciboodle, the company has become recognised as one of the most visionary CRM solution providers in the world. www.grahamtechnology.com

1. Expert analysis/design/development
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   Comment by SiMhorData — December 4, 2007 @ 2:22 pm

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