We’re on track to transform the way we do energy

Back in May, we announced an exciting new strategic partnership with Octopus Energy UK.

As a challenging 2020 comes to a close, here’s an update on the partnership and how it’s travelling so far.

Written by John Bowie, General Manager – Retail X

Earlier this year, we announced that we’d teamed up with leading UK energy provider Octopus. The aim of the partnership is to completely transform the way we supply energy to our customers by 2022.

To get there, we’ve made big changes. We’re embracing ground-breaking new customer platform technology called Kraken, and putting in place a new customer-service model which is built around teams of energy specialists delivering the best customer service possible.

When we started this journey, we hoped to start serving 50,000 electricity customers in New South Wales with Kraken before Christmas. It was a big ask, but the team has shown incredible focus and I’m delighted to announce we’ve now hit that target!

This is just the beginning, but we’re on track to achieve our goals.

Launching our customer service into a new stratosphere

We don’t just want our customer service to be good. We want it to be out-of-this-world good. Taking our lead from Octopus, we’re redesigning our whole business model around the needs of our customers.

Under our new service model, you’ll have a dedicated team of 10 customer service agents (our energy specialists) looking after you from the moment you join Origin for the whole time you stay with us.

Ever called a call centre and been transferred to different people before your problem is solved? Annoying, right? We’re empowering each team of energy specialists to be autonomous and make decisions – so they have everything they need to resolve your query the first time you call or email us.

In December so far, our average response time to emails is just over an hour, and most calls have been answered within 30 to 40 seconds. The enthusiasm in the team around providing better customer service is like nothing I’ve experienced before. They’re able to have more meaningful conversations with customers, and help them in a fraction of the time. It’s something truly special.

Supporting cleaner, smarter energy solutions

We know that technology will have an important role to play in helping reduce carbon emissions, so we’re working with Octopus to upgrade to the very latest in energy tech. It’ll allow us to optimise our business for renewables like solar, batteries and electric vehicles, ultimately helping to reduce our reliance on fossil fuels.

Our shared passion for greener energy is one of the most exciting things about our partnership with Octopus. We want to offer our customers greener energy solutions quickly, easily and at an affordable price.

Watch this space in 2021

After a massive year, we’re not slowing down. We now have 32 energy specialists across four teams trained in the new system, and we’ll have 60 by March 2021.

We’ll also start to expand into Queensland, and integrate more solar customers.

Although we’ve achieved a lot already, there’s no doubt still a challenge ahead of us. In a year that’s been difficult for many, I’ve been struck by how well our team has managed to respond. I’m confident there’s no challenge we can’t overcome when it comes to making energy better for you – our customers.

So as 2020 draws to a close, we’re on track to deliver better customer experience than ever before, and ensure cleaner, more affordable energy for Australians in the future. It’s something I’m extremely proud of.

John Bowie
General Manager – Retail X

To stay up to date with our plans to transform the way
we’re delivering energy to our customers,
keep checking in on our transformation story.


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