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Doing more for business energy customers
Business Energy performed strongly in the first half of 2016/17, driven by a continued focus on
meeting business customer’s core energy needs, ongoing efforts to control operating costs and an
enhanced proactive approach to its key customers and partners.
Over the last six months, SSE Business Energy adapted the way in which it engages with customers,
and is evolving their service, in order to offer a customer service commitment. Business Energy has
continued to build its offering in the commercial sector and has launched a new 100% renewable
energy proposition known as ‘SSE Green’.
For Business Energy’s micro business customers, SSE has continued its emphasis on Treating
Customers Fairly by relaunching its TCF statement and establishing a Performance team to focus on
operational excellence by driving continuous improvement. Third Party Intermediaries (TPIs) remain
an important channel for Business Energy growth and SSE continues to provide ongoing support to
its TPIs by providing access to its industry experts via sales channels, engagement sessions and
regular industry updates. Business Energy were recently rated the best supplier for TPIs in a study by
Cornwall Energy.
Key to the continued success of Business Energy is a willingness to listen to customers, review
processes and act on what customers are saying. At the same time, SSE remains focused on giving
business customers direct access to people who will support and work in partnership with them
throughout the lifetime of their contract. Looking forward, Finlay McCutcheon has recently taken
over as the new Director of Business Energy, and will be looking to take Business Energy to the next
level of delivery for customers, partners and shareholders.
Supplying energy and energy-related services to customers in Ireland.
SSE Airtricity is the second largest provider of energy and related services in Ireland (ROI) and
Northern Ireland (NI), and the only energy supply brand to operate in all of the competitive gas and
electricity markets across the island. At 30 September 2016, SSE Airtricity supplied electricity and
natural gas to 0.79 million household and business customer accounts in ROI and NI, representing a
17% share of the total combined gas and electricity markets in which it operates.
While market conditions remain highly competitive in both markets, SSE Airtricity is seeing a return
to growth, in particular in Ireland where internet comparison sites are emerging as a popular
consumer channel. In Northern Ireland’s regulated natural gas market in Greater Belfast, where SSE
Airtricity is the incumbent supplier, the company is continuing to show modest growth.
SSE Airtricity has continued to enhance its customer service offering for both domestic and business
customers and, in line with its commitment to being a ‘digital-first’ supplier, a dedicated Digital
Services team has been established to manage several new digital service channels, including
webchat, online forums and social media. These digital channels now account for 15% of all inbound
customer contacts.
In NI, SSE Airtricity reduced its regulated natural gas prices by 10% from 1 April 2016, and its
household electricity prices by the same level from 1 June 2016. In ROI, the company reduced both
its electricity and natural gas prices by 5% with effect from 1 August 2016.
Enterprise
Shaping SSE Enterprise for the future
SSE Enterprise was formed in 2014 and now incorporates five of SSE’s businesses: Contracting, Rail,
Slough Heat and Power, Telecoms and Utilities, supported by centralised sales and project delivery
teams. As a multi-disciplined engineering services partner for businesses, SSE Enterprise provides
energy services to meet the needs of businesses and public sector organisations in a reliable and
sustainable way.
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