Genesis Energy implements new billing and customer management solution


Auckland, New Zealand — (METERING.COM) — April 14, 2008 – New Zealand energy retailer Genesis Energy gave the final approval to Talgentra to upgrade its enterprise billing and customer management solution on 14 August 2007, and the resulting deployment of Gentrack Velocity took just four months to complete.

Genesis Energy is a state-owned enterprise and New Zealand’s largest energy retailer, with more than 700,000 customer accounts. Known for its innovative customer care strategies and community involvement, Genesis Energy decided to enhance its systems and business processes to facilitate greater customer focus and billing accuracy as the core of its competitive strategy.

Genesis Energy has amassed multiple customer-facing systems and processes, including its existing Gentrack billing software suite. The move to one centralised platform was key in the decision to upgrade to Gentrack Velocity. By consolidating its billing, field service and customer care solutions, Genesis Energy will enhance its customer service experience and reduce operational costs.

Dean Carroll, Genesis Energy’s Retail General Manager, commented: “We have used Gentrack successfully since 1999, and as customer expectations have evolved, a review of our customer service systems was essential. In particular, we were interested in new technologies available to enhance customer experience, call resolution accuracy, and data collection activities. This upgrade to Gentrack Velocity has empowered us with new levels of automation and integration with our existing web-based self-service portal, where customer’s expect 24/7 access to account information, a multitude of payment options and opportunities to track their consumption.”

While Genesis Energy recognised that Gentrack Velocity’s range of new features and business processes would enable enhanced levels of customer service, two other critical factors were Talgentra’s speed to market and lower level of risk for a project of this significance.

Genesis Energy Customer Operations Manager Trevor Starr said: “Implementing the new customer information system was a business critical project for us. Gentrack Velocity represented the lowest risk approach as well as offering out-of-the-box compliance to local regulatory requirements. Its use of industry standard protocols also enabled us to extend elements of customer data to other applications rather than designing custom interfaces, saving us time, reducing implementation costs and improving overall data integrity. We now have an up-to-date and operational billing and customer management solution to support the future of our business.”