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Scottish Power meter reading via text message (Incentivated)
Entry title
Scottish Power meter reading via text message
Section / Category
Utilities
Campaign background and objectives
In response to a recent customer survey which indicated the need for a change to the way meter readings are taken by energy companies, Scottish Power in partnership with Incentivated has introduced the world’s first meter reading by text message service.
Using this new service, Scottish Power's customers can now text their meter reading from their mobile phones directly to Scottish Power in order to generate an actual bill not an estimated one.
Solution
Details of how and where to send the texts are included on calling cards left by engineers if the customer is not home when they call.
The readings are validated and inserted directly into the existing billing engine providing accurate bills. The customer then receives a ‘bounce-back’ text message confirming receipt of the reading. If the reading appears unrealistic, the incoming text details where the mistake has been made.
Results
• After only 80 days since rollout, 1.4% of readings were being collected by SMS. This figure continues to grow week by week
• The mobile channel is reliable and low cost with a reduced Cost per
• The mobile channel generates higher response rates compared to other channels. For the Home Mover department, 52% of people sent a text reminder to return their closing reading replied
• Readings are more accurate than other methods: clerical errors and 'misreads' are eliminated
• Environmentally friendly, as less paper is used for calling cards and reduced gas emissions are created from vehicles on call-outs
The service has also resulted in benefits for Scottish Power customers:
• Reduction of reading estimates which avoids build up of debt or indeed over-payment
• Reassurance with instantaneous delivery and immediate confirmation
• Less intrusive than a telephone call or knock on the door
• Increased choice of communication which puts the customer in charge of providing readings
About Incentivated
Incentivated works with global brands to help them communicate with customers instantly and easily via their mobile phones.
We develop and manage mobile marketing campaigns and services on local, national and international levels. (Patented) technology, developed by Incentivated, allows our clients to reach people in all corners of the world and in many languages, using text messaging and the mobile internet.
We believe the mobile phone is an intensely private medium. Respecting this principle, our campaigns provide information that consumers find useful and welcome.
Founded in 2001, Incentivated's fast growing client base includes British Airways, Hilton Group, Carphone Warehouse, OneTel, Scottish Power and Macmillan Cancer Support.
Calling card left by Scottish Power engineers which includes details of text messaging service
