In the past year, Insite Energy has invested in significant new market-leading technology to deliver improved customer service to its residential customers and clients. This has involved the delivery and embedding of ‘Big Change’ and ‘Gentrack Velocity’ software into our day-to-day operations.
‘Big Change’ is an all-in-one mobile workforce and job management software solution, which has been brought on board to enable Insite’s delivery team to improve its productivity. Essentially, it allows us to handle the team’s workflow through one single platform in the form of a web-based app.
Our delivery team provides on-site meter system commissioning and project management for both new and retrofitted heat network sites. It also provides residential customers with operational support with their metering system, reacting to meter faults as and when they are reported. So, what does the move to using Big Change mean for you? By removing the need for manual planning and paper job-forms, and introducing dynamic electronic scheduling with live-tracking of engineer vehicles, Insite is now more efficient, ensuring suitable and effective utilisation of asset and workforce. Thanks to a greater visibility of engineers out in the field, we now have a more seamless interaction between office and site-based staff. This all helps to control our operational costs, which is good news for clients.
The second investment comes in the form of ‘Gentrack Velocity’, a powerful billing and customer engagement platform trusted and used by the world’s most innovative energy utilities (including the UK’s ‘big six’), distributors and water companies. Insite has been working in collaboration with Gentrack to not only deliver a standalone customer relations management (CRM) package, but to utilise the software’s tailored configuration capabilities to deliver first class customer and client billing services specific to the needs of the heat network industry.
Gareth Copland, Insite’s Client Services Director, said “For me, the ability to provide great customer service starts at the capabilities of the systems being used, and so came my decision to lead the move to a renowned CRM platform used by the “Big Six” energy suppliers in the electricity and gas market. Insite Energy is investing in technology that focuses on market-leading customer service and regulatory compliance, as well as customer and client data security. These initiatives underpin our confidence that Insite Energy can deliver the best, safest and most reliable metering, billing and payment services in the heat network industry.”
The implementation of these technologies is part of an ongoing programme to further integrate new systems and platforms at Insite Energy, via Application Programming Interfaces (APIs), which will see more service delivery and efficiency advancements. Other plans include improved self-serve customer and client websites.