Orbit Energy choose Gentrack’s technology and managed services to improve customer service and bring cost reductions

In the hyper competitive, high churn UK utilities market, customer service excellence is the key differentiator for long term success. Orbit Energy’s comprehensive package of managed services will see Gentrack take responsibility for many of the processes relating to customer management, including billing, system error resolution, and assurance of the entire meter to cash journey. The Gentrack managed service will also deliver enhanced, agile IT practices, speeding up the time and quality required for constant innovation cycles. All of this will bring new experiences and free up time for Orbit Energy’s experts to focus on customer satisfaction. 

The managed services program is a success based, KPI driven program targeted to decrease Orbit Energy’s number of unbilled accounts, reduce debt and increase cash flow through the business. Gentrack is confident that it can meet the aggressive operational targets in part because of a substantial investment in robotic process automation.    

Gail Parker, CEO of Orbit Energy, said “Gentrack’s specialist knowledge of the energy industry and the systems we operate means that they are ideally placed to solve issues at source, to enable us to issue more accurate and timely bills to our customers. Not only will this help us drive customer service improvements, it also means we can reduce bad debt and improve cash flow. The addition of their assurance offering will also help us to prevent revenue and cost leakage from meter-to-cash by eliminating waste and ensuring charges from the entire supply ecosystem are correctly balanced. Gentrack’s purpose to transform the utilities industry for a sustainable era aligns with our ambitions and we’re excited to be on the journey together.” 

Geoff Childs, the General Manager for the UK at Gentrack, comments “We’ve supported Orbit Energy since they launched in the UK market in 2018, and we’re thrilled to be working with their leadership team to drive transformation in the way they service their customers. Our expert team of utility specialists are working to help bring a lower cost to service and better experience through the use of Robotic Process Automation and industry best practices we have gathered working with more than 50 energy suppliers. This will allow Orbit Energy’s customer facing staff to focus on delivering an even greater customer experience.” 

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