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New website, stronger commitment to customer service

13th December 2019

Welcome to the new Insite Energy website! It’s a completely new platform that will provide those connected to the heat networks we manage, a host of new self-managed online services in an accessible and easy-to-use way.

From the home page, residents are now able to quickly locate a clear and succinct dashboard page for their building or development and view live information, emergency notifications and service updates. New services include new ways to pay, e-contact forms, moving in/out forms, development-specific brochure downloads and FAQs.

“Insite Energy manages heat metering, payment and billing services for 220 heat networks and over 28,000 residential units in the UK and has been operating for 10 years, so we have a very good understanding of what customers want and how technology can be used to save time and cost, eliminate frustration and perform transactions swiftly and accurately. Today’s consumers want to manage their payments and queries in their own time, within one or two clicks. Our new website responds to that,” says Gareth Copland, Client Services Director at Insite Energy.

The changes are part of an ongoing major investment in IT and customer services at Insite Energy, which has seen the company adopt the latest automated, customer interaction and client management technologies, outperforming others in the energy utilities market. The company was the first UK heat network adopter of Gentrack Velocity data and billing management software. Gentrack has powerful workflow, customer payment and customer relationship management (CRM) capabilities, and the software seamlessly manages all forms of customer engagement, invoicing, and payment collections. The system has the ability to handle a multitude of price and tariff variables for accurately calculating heat usage and losses.

The Insite Energy website will be further enhanced in 2020 with the launch of a new self-service portal area for landlord clients that will allow wide-ranging account management functionalities. The new platform allows for extensive new customer service functions by linking the website directly to the company’s CRM platform. This ensures that requests, payment solutions and statements are accessible at the click of a button and in the most simple and transparent way for all Insite Energy customers.

We are excited for the year ahead!

Insite Energy, Studio 4 Stuart House, St John’s Street, Peterborough, PE1 5DD

Insite Energy is registered by the FCA for anti-money laundering.