ENSEK

Since migrating to ENSEK’s customer care and billing platform, British Gas has seen customer contact drop to its lowest level in a decade, NPS reach a record high of 37, and Trustpilot move the business into the "Excellent" category. These aren't just operational metrics. They're the result of a business running on a platform built for the demands of modern energy retail.

British Gas migrated 7.5 million residential customers and 13.5 million meter points onto ENSEK’s customer care and billing platform, a cloud-native system built for the demands of large-scale energy retail. Throughout the entire migration, service continuity was maintained, regulatory obligations were met, and operations held firm at every stage.

Before migrating to ENSEK’s customer care and billing platform, British Gas was running core operations on a system held together by manual workarounds – workarounds that had gradually become a core part of day-to-day operations rather than exceptions. After migration, account management processes became more consistent, operational effort shifted from routine issue management to resolving genuinely complex cases, and day-to-day operations became more predictable.

Migrating 7.5 million residential customers and 13.5 million meter points onto a cloud-native platform is a serious technical undertaking. ENSEK and British Gas structured the migration. From data cleansing and parallel running through to controlled cutover, without regulatory fines, enforcement actions, or disruption to service continuity.

When British Gas migrated 7.5 million residential customers onto ENSEK’s customer care and billing platform, the results went beyond the platform itself. Customer contact dropped to its lowest level in a decade. NPS reached a record high. Trustpilot moved British Gas into the "Excellent" category. See what else the migration delivered.

Since migrating to ENSEK’s customer care and billing platform, British Gas has seen customer contact drop to its lowest level in a decade, NPS reach a record high of 37, and a Trustpilot rating of 4.4 - moving into the "Excellent" category. These aren't migration metrics. They're evidence of what happens when the platform underneath your operations actually works.