Case Study

Case Study: ScottishPower Adapts to Customer Needs With RTIM

April 5th, 2018
AC
Arleen Chien
With contributors:

Summary

This case study details how B2C marketers need to prioritize improved customer experiences when making enterprise marketing technology (EMT) investments. ScottishPower (SP) overhauled its EMT ecosystem to align with business goals to better unify its customer strategy. With its investment in Alterian’s real-time interaction management (RTIM) solution, this energy and gas provider has achieved lower churn rates, higher customer satisfaction scores, and operational efficiencies. The company leverages its RTIM investments not only to orchestrate better CX but to also improve ongoing services and product development.

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