The level of change across the Digital world is phenomenal, and ScottishPower has embarked on a challenging and exciting adventure aiming to realise the power of becoming a key player in the digital environment. Customers are, in huge numbers, now using Smartphones and Tablets to conduct their business, and staggering technology advancements enable customers to interact with companies anytime, anywhere….meaning a successful business now needs to serve customers over the digital arena.
I’m delighted to be leading a new dedicated digital team in UK Marketing, and I’m pleased to say we are getting in really good shape to take on this exciting and ambitious challenge.
Striving to achieve the ambitious goal of No 1 for Digital Relationships amongst UK energy suppliers, we already have a number of key initiatives, either delivered or in development, to get us on our way:
Improvements to our website – scottishpower.co.uk
With the successful implementation of our new website early December 2012, a number of customer and business benefits have already been realised, ranging from customer experience improvements, enhancements to the look and feel of the website, and added flexibility for implementing changes quickly. However, we know we have lots more to do, including improving our website content and customer journey, and enhancing our new website with intuitive, engaging customer focussed functionality.
Increase our Social Media presence
I’m delighted to say we have made significant progress in Social Media, with our Facebook page, Twitter activity and YouTube channel now in place. Now our plans look to fully optimise, manage and co-ordinate customer conversations across Social Media sites, to provide support and service across these channels, as well as optimising customer acquisition and retention initiatives where we can. More and more customers are using Social Media sites to publicly share their messages, and we are looking to ignite influencing and community strategies to encourage our customers to talk positively about us across these channels.
Smartphone and Tablet Apps
We first launched our ScottishPower Meter Reading iphone App in September last year, which is now on its fourth release and is available on Android too. We have lots of ambitions in this area, focussing on providing a range of App services that offer our customers ease and convenience, as well as achieving a range of business benefits too.
Future plans
And lastly, we are very much looking forward to supporting other areas of our business to transition to ‘digital as a way of doing business’ to drive greater efficiencies across our business. For example, with smart metering installations commencing in the UK from 2014, a digital data services strategy is underway to determine the most appropriate way to engage with our Smart Meter customers.
So, my team and I are very excited about driving ScottishPower’s presence in the Digital environment forward at pace, and as we gather momentum on this exciting Digital journey, we look forward to sharing our adventure with you.
