Energy & Utilities
Energy & utilities
Keep customers informed, crews connected and regulators satisfied
Energy suppliers, water companies and utility service providers face rising expectations from customers and regulators alike. We help you choose contact centre, field workforce, automation and security technology that stands up on the busiest days.
Consumer Standards for energy suppliers
Ofgem’s Consumer Standards require suppliers to make it easy for customers to get in touch, with help available around the clock for urgent problems. That puts your contact channels, routing and staffing under the spotlight. Source: Ofgem.
The busy days
Plan for the days that break ordinary contact centres
Utilities don’t get a gentle, even flow of contact. They get spikes. The right set-up absorbs them without paying for peak capacity all year.
Price changes
Every price cap change brings a wave of calls. Self-service and AI answers take the routine questions.
Cold snaps and storms
Demand jumps with the weather. Cloud contact centres let you add agents and home workers fast.
Outages and incidents
Proactive texts and recorded updates stop the phones melting when something goes wrong.
Billing runs
Automation handles meter reads, payment plans and routine account changes.
Where we help
From the contact centre to the van
Contact centre and self-service
Every channel on one platform, with AI and self-service for meter reads, payments and moving home.
Vulnerable customer support
Priority Services Register flags surfaced to agents, and routing that gets vulnerable customers the right help first.
Field workforce
Rugged devices, mobile data and scheduling tools that keep engineers and crews connected.
Security for critical services
Layered protection and monitoring for systems the public relies on.
Who it matters to
How do we cope when a price change hits?
Channels and capacity that flex, with automation answering routine questions.
Can we show we treat vulnerable customers well?
Clear flags, routing and records for every interaction.
Are our field teams always reachable?
Reliable mobile data, devices and scheduling across every region.
Are we paying peak prices all year?
Flexible contracts and a market comparison before renewal.
What it costs
Our advice costs you nothing. When you buy through us, the supplier pays us a fee, on the same basis for every supplier we shortlist, so no one can pay for a better recommendation. If the right answer is to stay where you are, we’ll tell you.
Why Quetzel
We’ve worked inside the vendors and integrators that utilities rely on, so we know which platforms cope with a price-cap day and which contracts leave you paying for peak all year. We compare the whole market and stay involved after go-live.
Questions we’re often asked
Do you work with energy suppliers and water companies?
Yes. We work with utilities and utility service providers, and shortlist suppliers who already understand regulated customer service.
Can you help us meet Ofgem’s Consumer Standards?
We advise on the technology side: contact channels, routing, self-service and reporting that support the standards. We don’t give regulatory advice.
How do we handle sudden spikes in contact?
Cloud contact centres let you add agents quickly, and proactive messaging and self-service reduce the number of calls in the first place.
Can you help with field workforce technology?
Yes. We source devices, mobile data and scheduling tools for engineers and crews.
Do you favour any vendor?
No. We compare across the market and every shortlisted supplier pays us on the same basis.
Where to next
Keep exploring
Services for energy and utilities
Contact centre software →Business mobile & devices →Workflow automation & AI →Cyber security →
Marketplace
Committed to AWS, Microsoft or Google? Buy software through their marketplaces and count it towards what you’ve already agreed to spend.
How we work
From first conversation to go-live and beyond: 350+ vendors compared, contracts negotiated, and support after launch.
Other sectors