As a new entrant to the Northern Ireland electricity market, and one of 18 UK suppliers, Click Energy came to Etain with a need to facilitate the registration and switching of new customers. Click Energy wanted to make it easier for consumers to switch while keeping the same electricity, network supplier and meter, in addition to easily managing their account online.

Since Click Energy has entered the market it has now secured 1% of the electricity market in its first 6 months and continues to grow at a rapid pace.  The systems developed by Etain have performed to a high level even with the huge surge in customer registrations, industry messages and customer management notes and activities.

Damian Wilson, Managing Director, Click Energy

In essence, a simple system that from the outside that would deliver a user-centric interface that would give consumers discount for a 'click'. From the inside it had to be compliant with processes as regulated by the Northern Ireland Electricity's (NIE) market.

Our Solution


Information acquired during workshops was validated and set processes followed that resulted in the creation and submission of outgoing xml market messages requesting market registration. The system also manages incoming market messages, system updates and the creation of tasks, and the generation of automatic electronic contact with customers, in either email or SMS.

Functionality and features include:
  • Responsive website for customers to sign up & manage their accounts
  • Transparent reporting from the CRM – allowing customers to view all communications and correspondence with Click Energy
  • Ability to manage & edit their accounts such as DD lift dates, bank details, make additional payments etc.
  • Integrated live chat functionality
  • Development of a monthly billing engine requiring minimal user intervention. 
  • Sign up application that allows sales reps to sign up customers and then automatically load into the CRM to register the details.
Our developers successfully developed the back-end functional requirements utilising Microsoft Dynamics CRM and paired them alongside a content managed web-portal powered by Kentico, designed to allow customer registration, meter submissions, online payments and direct communication with Click Energy directly using a Live Chat functionality. Our system seamlessly integrates with JudoPay payment facility and incorporates keypad top-up technology provided by Liberty Information Technology.

CRM Customisations allowed our solution to be developed into a powerful billing system, managing customer life cycles from registration, meter reads and billing, to payments and debt management, and all while interacting with the market via creation and processing of xml market messages. The front-end solution, a consumer facing Kentico website, provides customers with a secure portal to login, manage account details and make payments online. Internally Kentico provides a powerful suite of analytical tools and content management capabilities for the Click Energy administrators.
 

What we delivered

  • Responsive Design
  • UI / UX Design
  • Front End Design
  • Front End Build
  • Web Solution
  • Kentico CMS
  • Custom Software
  • Marketing & Strategy
  • Reporting

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Risks & Challenges 


In order to effectively manage customers Click Energy needed to accurately capture and store customer readings and send for third party validation, as well as process incoming meter readings sent by NIE and store them on CRM to be used as part of billing and reconciliation processes.

Etain facilitated the complex development of this two-way communications funnel while meeting a challenging deadline in line with pre-arranged market testing. Additionally, as Click Energy didn’t have the infrastructure in place to support the proposed solution, Etain accommodated them on our own CRM infrastructure in the interim while we developed the initial build and applied it to their new servers, thus enabling us to implement the solution in a tried & tested infrastructure environment and meet the deadline. 

 

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Outcomes & Benefits


With smart meters popping up in homes across the country and WiFi access making it easier than ever to play the energy field, end users have been looking for a new approach to consumption metrics and how transparent their suppliers are. Organisations across the UK & Ireland alike have meanwhile been grappling to keep up with consumer demand. This is where Click Energy differs.

Completely new to the energy market and the completed system’s unique selling point, is it’s ability for customers to reach their dashboard immediately on logging in where they are met with a real-time, populated interface, uniquely featuring visual representations of all their usage metrics. From here users may also download historical billing with a range of customer information available at the click of button. Additionally the site connects directly to and populates the CRM.

Critical success factors included the necessity for a system that would meet and pass market testing. Not only did the solution have to be compliant with industry regulation it also had to be flexible enough to permit expansion and diversification for future phases.
  • Website – now dealing with over 6,600 unique visitors per month
  • CRM – over 12000 customers registered and over 7000 live and actively using their on line account functionality
  • Customer Service team are dealing with enquires and issues with over 400 customers per day and logging these on the CRM
  • Market Messaging – this continues to grow and as of March the figures we as follows:
    • Incoming messages processed by CRM on a monthly basis – 10,558
    • Outgoing messages processed by CRM on a monthly basis – 5,308
  • Billing – over 800 bills being issued each month and growing
Completion of the project was achieved ahead of schedule and in time for regulator and market testing, accompanied by a seamless transition from test environment to live. www.clickenergyni.com is in full operation and enjoying considerable activity with a partnered marketing campaign attracting 'switchers' from all corners of the province.

Since Click Energy has entered the market it has now secured 1% of the electricity market in its first 6 months and continues to grow at a rapid pace.  The systems developed by Etain have performed to a high level even with the huge surge in customer registrations, industry messages and customer management notes and activities.

Damian Wilson, Managing Director, Click Energy
 

Interested in CRM or Kentico CMS? Customer Relationship Management important to you? If you’d like to discuss a custom CRM project or simply want to know more feel free to call us on 028 90 87 2222 or drop us an email below.

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