Challenge
SSE is the UK’s second-largest energy provider, serving around 10 million customers across the UK and Ireland. As digital became the primary service channel, SSE needed to redesign its core website, enhance customer retention during home moves and renewals, and strengthen marketing consent and compliance. The challenge was amplified by the wide range of audiences, including consumers, B2B customers, partners, and communities, all while reaffirming SSE’s environmental commitments.
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Solution
Equator formed a long-term strategic partnership with SSE, delivering a large-scale digital transformation programme over many years. The focus was on creating integrated, customer-first digital experiences that provide measurable commercial value.
- Redesigned SSE’s core web presence into a consistent, mobile-first experience across regional brands
- Built new customer account platforms through an augmented agile delivery team
- Delivered a full home-move platform, shifting a 20-minute call centre process into a fast digital journey
- Implemented a tariff-porting solution to retain customers at renewal
- Launched SSE Rewards, including ticketing integration and shareable engagement journeys
- Developed a customer mobile app for meter readings, billing, and account management
- Created B2B digital interfaces with smart search for complex information needs
- Delivered data tools to improve marketing consent capture and regulatory compliance
- Supported social media strategy, campaigns, and environmental initiative
Results
Over £8 million in incremental revenue from the home-move platform
At least £20 million saved through tariff porting
250,000 SSE Rewards sign-ups within 18 months, with conversion above 50%
Significant efficiency gains in consent management and compliance
A unified digital experience across four regional brands
Outcome
SSE now operates a cohesive, scalable digital ecosystem that enhances customer experience, increases retention, and provides clear commercial benefits. The long-term partnership shows how ongoing digital transformation can unlock value at an enterprise level while supporting customer trust and environmental responsibility.