Centrica to transfer 7 million accounts to new customer experience platform


UK utility Centrica has signed a deal with software-as-a-service provider ENSEK to improve customer experience through automation of consumer billing, self-service, and query resolution.

ENSEK will provide the utility with its Ignition customer services platform for the management of over 7 million accounts for residential and small business customers.

The platform will enable customers to view their energy usage and account history in real-time. This will help them to make informed decisions on how they consume energy. The system also enables consumers to make payments online and submit queries related to power outages, billing inaccuracies, and other issues.

Jon Slade, CEO of ENSEK, said with the platform “Centrica is empowered to take greater control of its key customer touchpoints and respond quickly to customer needs in a rapidly evolving market”.

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The platform will enable the utility to “improve customer experience and reduce time spent on handling bulk data on separate systems, remove unnecessary manual tasks and reduce complexities through full automation”, according to a statement by ENSEK.

Centrica has selected the platform following a successful pilot with British Gas in which the platform has been integrated with software from Amazon and Salesforce to manage some 250,000 Centrica customers.

Chris O’Shea, Group Chief Executive at Centrica, adds: “We have already seen the benefits that ENSEK has brought to our ways of working and the customer experience with British Gas Evolve, and we now plan to replicate this across our entire UK energy supply business.”

Centrica says the project falls under efforts to accelerate its digital transformation and use advanced technologies to reach energy transition goals whilst improving customer services. The utility claims the solution will enable the provision of innovative products, services, and affordable energy to consumers.