Case Study · Energy & Utilities

As more households switch to EVs and heat pumps, Scottish and Southern Electricity Networks (SSEN) faced a growing challenge: how do you connect thousands of new customers to low-carbon technologies quickly, without overwhelming your field teams or your carbon targets?

The challenge

As more households switch to greener technologies, many need their fuses checked before connecting to the grid. That meant scheduling a site visit, waiting in for an engineer, and burning fuel on a journey that could sometimes be avoided entirely. SSEN Distribution needed a faster, more sustainable way to support customers through this critical transition.

They needed a way to triage requests remotely, get the right information before sending anyone out, and empower customers to connect their green tech quickly, without friction or technical knowledge.

The Solution

SSEN Distribution deployed Vyntelligence. Upon request, customers receive an automated link via a text message or email inviting them to record a short video showing their current equipment. This gives the SSEN team everything they need to assess the job remotely.

Engineers travel when they know exactly what's needed and have the right tools. Customers stop waiting in for visits that could have been avoided. SSEN Distribution successfully delivers faster customer service while cutting carbon emissions.

The Outcome

The results speak for themselves.

• 3,723 Engineer visits saved

• 186,150 Carbon miles reduced

• 74,460 kgCO₂ emissions offset

“This partnership – and the new solution it’s literally putting in the hands of our customers – is vital as part of the wider process of decarbonising our communities. Thanks to Vyntelligence, we’ll be able to streamline the process of managing the demand for network upgrades.”

Eliane Algaard, Services Director,

SSEN Distribution