Energia

Energia is Ireland's leading energy supplier, providing 100% green electricity to over 250,000 homes and businesses across Ireland. In a competitive energy market, customer retention is a real challenge as buyers seek out the best price and short-term deals.

Energia wanted to create a digital experience that differentiated on customer service and autonomy. One that would give customers the self serve tools to manage their own accounts online and help reduce inbound call centre volumes by making it easier for customers to complete routine tasks digitally: submitting meter readings, making payments, setting up direct debits and moving home. UNRVLD were appointed to design, build and continuously improve that experience.

UNRVLD has partnered with Energia for over nine years, working as an embedded digital product team with one consistent goal: making it easier for customers to manage their energy account online than it is to pick up the phone.

The Energy Online Experience is Energia's self-service customer portal, giving customers a single place to manage every aspect of their energy account. Built on Optimizely Content Cloud and tailored for each individual customer based on their fuel type, best value package, loyalty and usage, when a customer logs in, what they see is relevant to them. That personalisation is driven by live data from Oracle Customer Care and Billing, so the experience stays current as a customer's circumstances change.

Customers can submit meter readings, make payments, manage direct debits, change tariffs, and move home through a single login, on any device.

Security patches, regulatory updates and accessibility improvements run alongside feature development, keeping the platform reliable and compliant so the team can stay focused on what customers need next.

Energia customers can now manage their account entirely online. Bills, letters and energy usage information are available at any time. Meter readings can be submitted in minutes, keeping bills accurate and reducing the need for estimated charges. Customers with smart meters can view half-hourly usage insights and estimate the cost of their consumption since their last bill, giving customers greater visibility over their energy use.

Direct debits, tariff changes and house moves are handled through the same single login. Energia Rewards, offering exclusive discounts and offers, is accessible within the portal. The personalisation layer means the experience each customer sees reflects their fuel type, usage and loyalty status, served dynamically from live data across Energia's business systems rather than pulled from a static account record.

For Energia's teams, routine transactions that previously required manual handling now complete digitally. The integration between the portal and Energia's backend systems means account data stays current without manual intervention, reducing the risk of error that came with disconnected processes.

UNRVLD are next working on a personalised direct debit journey that shows customers whether they're over or underpaying based on their actual usage, and giving them the option to adjust.