Gentrack | Genesis powers efficiency with Gentrack g2

Genesis, one of New Zealand’s largest energy retailers serving nearly 500,000 customers, has modernised its billing and CRM platform as part of its Gen35 strategy to support the transition to a lower-carbon future.

Operating in a highly complex market with more than 285 trading nodes and 29 different lines companies, Genesis implemented Gentrack g2, a cloud-native billing platform pre-integrated with Salesforce CRM, to simplify operations and accelerate innovation.

Genesis now resolves 56% of customer queries via its AI Bot, exceeding its 38% target, and has improved service levels to 91% against a target of 80%.

Its broader modernisation targets include:

➡️20% reduction in cost to serve through automation and digital self-service

➡️5–10% uplift in gross margin via pricing innovation

➡️30% faster time to market for new services

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Genesis powers efficiency with Gentrack g2

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