Better Together: Centrica Creates an App That Puts Customers at the Center of Clean Energy

Centrica is a multinational energy and services company based in Britain. Ofgem, the authority that regulates UK energy, requires Centrica (and other utility companies) to service customers who are generating sustainable electricity at a small scale. These customers can sell the electricity they generate to the National Grid, with the electricity supplier paying for the exchange.

Centrica was using a bespoke legacy solution to manage these customers. As that solution ended its support cycle, Centrica decided to implement a new solution built on the Business Technology Platform. This solution, Microgen, improves on the previous in many ways:

● Cloud-native rather than relying on on-premise infrastructure
● Supports modern payment methods
● Improves efficiency and helps control costs
● Unlocks new capabilities for customer digital channels

Since implementing the solution, Centrica has seen a reduction in customer complaints, contacts, and call times. In addition, they have seen reduced costs, better scalability, more uptime, less maintenance, and greater agility.

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