Press release

In the past year, Insite Energy has invested in significant new market-leading technology to deliver improved customer services to its residential customers and clients. Embedding various, new software into its day-to-day operations, Insite has manage to control operational costs, improve productivities, and facilitate account management.

A more efficient delivery team

Big Change is an all-in-one mobile workforce and job management software, which has been brought on board to improve Insite’s delivery team’s productivity. Essentially, it allows them to handle the team’s workflow through one single platform in the form of a web-based app.

Insite’s 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.

By implementing BigChange, Insite have removed the need for manual planning and paper job-forms, introducing dynamic electronic scheduling with live-tracking of engineer vehicles. Insite can now act in a more efficient manner, ensuring suitable and effective utilisation of its assets and workforce. The greater visibility of which engineers are out in the field and where, has also made the interaction between office and site-based staff more seamless. This all helps to control operational costs.

Delivering the best, safest and most reliable heat network metering & billing services

Insite Energy has been working hard to improve its customer service, and the software used plays a great part in this. Gentrack Velocity is 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 help deliver first class customer and client billing services specific to the needs of the heat network industry.

Gareth Copland, Client Services Director at Insite Energy, 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 improved service delivery and efficiency advancements. Other plans include improved self-serve customer and client websites.