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Genesis Energy reaches Gentrack Velocity

  • 14 April, 2008 09:22

<p>Melbourne, April 14 — Genesis Energy, New Zealand’s largest energy retailer with more than 700,000 customers has successfully implemented its new billing and customer management solution Gentrack Velocity.</p>
<p>After Genesis Energy gave the final approval to Talgentra to upgrade its enterprise billing and customer management solution on August 14, 2007, the Gentrack Velocity deployment took just four months to complete. It met Genesis’ go-live deadline on 15 December 2007successfully, and exceeded expectations for such a large project.</p>
<p>Genesis Energy is a state-owned enterprise and New Zealand’s largest energy retailer with more than 700,000 customer accounts and generation assets throughout the country producing 2,049 MW electricity. 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.</p>
<p>Genesis Energy has amassed multiple customer-facing systems and processes, including its existing Gentrack billing software suite. The move to a single centralised platform was key in the decision to upgrade to Gentrack Velocity. By consolidating its billing, field service and customer care solutions with Gentrack Velocity, Genesis Energy will enhance its customer service experience and reduce operational costs.</p>
<p>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. The upgrade to Gentrack Velocity has empowered us with new levels of automation and integration with our existing web-based self-service portal, where customers expect 24/7 access to account information, a multitude of payment options and opportunities to track their consumption.”</p>
<p>While Genesis Energy recognised that Gentrack Velocity’s range of new features and business process 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.</p>
<p>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 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 presented Talgentra with the challenge to deliver the Gentrack upgrade before Christmas 2007, and they achieved just that. Now we have an up-to-date and operational billing and customer management solution to support the future of our business.”</p>
<p>Gentrack Velocity’s strong functional fit for purpose facilitated the rapid deployment at Genesis Energy, with all the essential tools and capabilities delivered for service automation and effective business process definition. Combined with Talgentra’s industry and systems expertise, New Zealand’s leading energy retailer now has the flexibility required to continually refine its business and technology strategies for the greater benefit of its customers.</p>
<p>About Gentrack
Gentrack is a leading billing and customer management solution developed in New Zealand specifically for energy and water utility companies. Benchmarked to 3 million consumers, and built for low cost of ownership and rapid implementation, Gentrack is improving the bottom line of utilities in competitive and regulated markets world wide with over 40 sites across New Zealand, Australia, USA, UK, South East Asia and the Pacific Islands.</p>
<p>Gentrack is a flagship product of Talgentra Ltd, a Bayard Group owned enterprise Software Company specialising in billing, meter data and customer management solutions for utility and airport industries. More about Talgentra and its solutions is available at</p>
Talgentra Ltd
Aaron Baker – Marketing Executive
Phone: +64 9 966 6100

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