We saw an opportunity to transform the way we served customers.
That led us to build what became our enCORE platform. At the time, it wasn't an AI project. It wasn't even really a digital transformation project. It was a strategic decision to create a modern, scalable foundation for the future of our retail business.
It was also driven by the fact that at the time, we couldn’t find an off-the-shelf solution that fully met the needs of our business and the complexity of the energy market. We wanted a platform that would allow us to adapt more quickly, launch products faster, manage compliance more effectively, improve customer experiences and operate more efficiently.
We knew we’d built something special when we started seeing some of the results you can see behind me. 140 product and pricing releases across two years, and a significant improvement in our compliance performance.
What started as a modern retail and billing platform ultimately became the foundation for much of the customer experience we deliver today.
Modern retail technology matters for a number of reasons.
Obviously it improves operational efficiency. Obviously it supports customer experience. But it also plays an increasingly important role in compliance and governance.
In a highly regulated environment, technology helps us improve data quality, improve transparency, improve auditability and respond more effectively to changing regulatory requirements. That's becoming increasingly important as customer protections evolve and expectations around accountability continue to rise.
Once those foundations were in place, we were able to focus on the customer experience itself.
Today, customers increasingly want control. They want transparency. And they want to engage on their terms. They don't necessarily want to pick up the phone to resolve a simple enquiry. They want immediate access to information. They want self-service. And they want personalised experiences.
Through our digital channels and mobile app, customers can manage their accounts, pay bills, move home, monitor usage and access energy insights that were simply not available to most consumers a decade ago.
What we're increasingly focused on is helping customers understand not just how much energy they use, but how they use it. When they're using it. Where opportunities to save exist. And how emerging technologies like solar, batteries and EVs fit into the picture.
The encouraging thing is that customers are embracing these tools.
Today, around three quarters of our customer transactions are completed digitally.
Digital sales have increased from around 44 per cent to 56 per cent of total sales activity. More than 40 per cent of customers actively engage through our digital channels over a 90-day period. The old wisdom that energy retailing is a low involvement category doesn’t hold true anymore. And what’s interesting to me is that it’s not just the prosumers that are taking advantage of our technology.
Although I want to be clear with you that success isn't simply having an app. Success is when customers choose to use it because it genuinely makes their lives easier.
