SSE Energy Services has chosen Pegasystems to help SSE Retail Telecoms meet the needs of its phone and broadband customers, empower its customer-facing employees, and drive greater efficiencies and business growth.

In a period of unprecedented industry change, including increasing competitive challenges, evolving regulatory demands, and rapid technological change, SSE realised the need to transform its telecoms customer service department. It decided to embark on its digital transformation journey as part of a long-term initiative designed to drive sustained organisational growth through innovation.

To scale its operations in line with the rate the business was growing, SSE needed a new approach to empower its customer service representatives. After a thorough market review, SSE selected Pega Customer Service™ for Communications to provide workflow management and automation capabilities, transform the way it onboards new customers, provide technical support and enable the delivery of an end-to-end digital experience for its customers. In addition, SSE wanted to enable its customer-facing agents to focus on work that adds value to its customer interactions and decided it could achieve this by working with Pega to automate inefficient manual processes. Pega Customer Service for Communications is part of Pega Infinity™, Pega’s digital transformation software suite that unifies customer engagement and digital process automation.

SSE chose Pega because it was able to provide agility, flexibility and scalability to support its plans for business growth over the next five years and beyond. Pega’s low-code capabilities were also an important consideration as they enabled non-technical members of the business and IT to be more collaborative. In doing so, it allowed those with a greater business understanding of what makes for both a positive customer journey and customer experience to play a more active role in the development and improvement of the existing systems.

“In a period of rapid change within the industry we knew we had to act quickly to keep pace,” said Alex Hollingdale, Director, Retail Telecoms, at SSE. “We also knew we required a scalable platform that would provide our customers with a consistent, end-to-end digital experience and which could also empower our agents to access real-time information to diagnose and resolve issues quickly. Pega will help us achieve both of these objectives, while its flexibility will help us implement innovations in the years ahead as the industry continues to evolve.”

“SSE understands the key to long-term business growth lies in offering customers the experience they demand and empowering all aspects of the business to be able to deliver it,” said Kieran Tarrant, vice president sales, UK and Ireland, Pegasystems. “We’re delighted to be working alongside SSE’s dedicated team on their digital transformation journey and look forward to a long-term successful partnership.”