29 Nov 2022

Gentrack and Merkle bring customer centric Salesforce solutions to utilities  

  • Delivering product-based solutions focussed on customer experience enables smart utilities to understand their customer 
  • Powering the customer journey is essential in driving smart delivery of essential services and future energy 

29th November 2022

Gentrack (NZX/ASX: GTK), a next gen solution provider for utilities, has announced a strategic alliance with Merkle, a provider of Salesforce solutions focussed on utilities.  

Merkle, a customer experience company, helps brands transform their siloed interactions into people-based customer experiences and has a proven record working with utilities businesses to improve the end-to-end customer experience. As a Platinum Partner of Salesforce, Merkle has 12,000 employees in 56 locations worldwide, and has a heritage in data, analytics, and technology. Worldwide, the organisation manages 3.7bn customer records for their clients. 

Energy retailers are increasingly looking to boost customer loyalty, and water companies are transforming from being primarily asset and engineering driven, to being equally focussed on the role they play in developing their communities and the people and businesses within them. To achieve this, the utilities industry needs to gain a deeper understanding of their customers, including the services they use, how they use them, and what matters most to them. To give businesses this level of detail, core billing technology, Customer Relationship Management (CRM) systems, and the end-to-end digital experiences for customers need to operate seamlessly together. 

Gentrack is a Salesforce Consulting Partner and both Merkle and Gentrack have invested in the expertise to integrate and implement Salesforces Energy and Utilities Cloud. Paired with Gentrack’s g2.0 billing technology, this provides utilities businesses with a product based, out-of-the-box solution to rapidly respond in a dynamic landscape, create leading propositions that adapt quickly to their customer’s needs.  

Mark Humphreys, Gentrack General Manager, Australia said:  

“The delivery of water through increasingly extreme climate cycles and providing new ways to store and consume energy to move us to a net zero carbon future, require utilities to know more about their customers and how they consume their services. CIO’s want low risk, fast to market out-of-the-box solutions. Gentrack, Salesforce’s E&U Cloud and Merkle provide this capability.”  

Steve Yurisich, Merkle Australia Chief Growth Officer, said:  

“The end-to-end customer experience of a utilities platform must be trustworthy, robust and scalable. This partnership does just that and we’re excited to work with Gentrack to help transform the way Australians engage with their utilities provider. Merkle is well equipped to be a partner of choice in this space – we have the right tools, solutions, and deep Salesforce craft specialism to deliver a differentiated customer experience.”   

About Merkle 

Merkle is a customer experience transformation partner empowering the world’s leading brands to create distinct and improved experiences. They help brands make messages more personal, deliver brilliant customer experiences, facilitate world-class commerce, and build loyal customers over time. 


About Gentrack 

Utilities are at the sharp end of a volatile market, operating businesses in a period of unprecedented change, while trying to create a more sustainable tomorrow.   

For over 30 years Gentrack has been partnering with the world’s leading utilities. More than 50 energy and water companies rely on Gentrack. Our g2.0 solution combines this wealth of experience with Salesforce’s unbeatable CRM, Gentrack’s leading meter-to-cash platform and a composable architecture on AWS.  g2.0 ensures high performance, security, scalability, and rapid prototyping for innovation at pace.   

When it comes to transformations, you can count on us.  


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