Genesis Energy completes four-month systems overhaul

Genesis Energy has completed two transformation programmes, with Adaptiv leading the integration work. The projects covered core sales, service, billing and back-office systems across the New Zealand energy retailer.

The work involved adopting and integrating g2.0, Gentrack's cloud-based platform, alongside Salesforce, and replacing Oracle, Coupa and FlexiPurchase with Workday.

Genesis serves more than 500,000 residential and business customers in New Zealand. The programmes were launched to support a new retail strategy and operating model in a market spanning more than 285 trading nodes and 29 line companies.

The changes were intended to reduce system complexity, improve data integrity, and create integrated reporting and analytics. They were also designed to address limits in data visibility and operational efficiency in Genesis's previous technology estate.

Greg Garland, General Manager Commercial Finance at Genesis, described the starting point in blunt terms. "We were ready for change," Garland said. "We were struggling with limited data visibility, and our integrated reporting capabilities and operational efficiency were constrained by our old systems."

Tight timeline

The transformation was delivered on a compressed schedule, with multiple vendors involved. Genesis said nine months of work was condensed into four months as three major legacy systems were replaced.

The implementation was phased, with an initial release completed in November and both projects going live by early 2026.

"The project has been carefully phased to ensure it can be delivered successfully," said Michael Noda, Senior Project Manager at Genesis. "We did our first release in November last year…"

The work reflects the pressure many utilities face as they modernise customer, billing and finance systems while trying to limit disruption to day-to-day operations. For energy retailers, such programmes typically involve complex links between customer platforms, finance tools and reporting systems.

In this case, Adaptiv's role focused on integration across the programme. That included connecting the new systems and supporting the shift away from older platforms used across different parts of the business.

Operational results

Genesis said the broader g2.0 programme has already produced operational results. Gentrack reported service levels of 91% against a target of 80%, while 56% of customer queries were resolved through an AI bot, above a target of 38%.

The programme also supported the integration of Frank Energy customers back into the parent business, giving them access to Genesis digital resources and services through their existing login details.

"For Frank* customers this meant gaining streamlined, no-fuss digital access to Genesis resources and services using their existing login details, making the experience seamless for users," said Aseem Chiplonkar, Practise Lead at Adaptiv.

The customer migration is significant because brand consolidation often creates additional technical and service risks. Companies must align user identities, customer records and service channels while trying to avoid disruption for account holders.

Genesis did not disclose the financial value of the programmes. It also did not say how much of the reported gains came from the systems changes alone rather than broader process changes made during the transformation.

Still, the project offers a view into how established energy retailers are reshaping core systems as they manage large customer bases and rising service expectations. For Genesis, the overhaul touched customer service, billing, finance and reporting in parallel, making integration central to the programme.

By early 2026, both projects were live. Genesis said the work had reduced system complexity, improved data integrity, and enabled integrated reporting and analytics.