Utility Brokerage & Billing Aggregator
Multi-Utility Platform Transformation
Rebuilt commercial systems for a UK-based energy brokerage—enabling faster onboarding, accurate billing, and frictionless multi-utility operations with measurable customer experience improvements.
Key Results
The Challenge
A UK-based energy services company was facing critical operational challenges: fragmented customer data, high churn rates, and manual processes that couldn't scale. Partner accountability was poor, and customers were dropping off at key journey points.
Our Solution
Introduced SOP-driven automation that standardized processes across the organization and reduced human error
Executed comprehensive CRM replatforming, creating a single source of truth for customer data
Designed AI-first customer journeys that anticipate needs and proactively address common pain points
Developed CSAT and CX diagnostic frameworks to identify drop-off points in the customer journey
Optimized messaging across SMS, email, and portal touchpoints for consistent, personalized communication
Built partner accountability dashboards with real-time performance metrics and automated alerts
Project Highlights
AI-Powered CX
Proactive customer engagement based on behavioral signals
Multi-Channel Optimization
Consistent experience across SMS, email, and web
New Service Tiers
Platform improvements enabled launch of premium offerings
The transformation went beyond technology—Zentreks helped us fundamentally rethink how we serve our customers. Our churn is down, partner performance is up, and we're launching new services we couldn't have imagined before.
Services Provided
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