The customer relationship doesn’t begin and end at sign-up. Every quote, contract, home move, payment change, vulnerability flag, and contact relies on the same data, the same product catalogue, and the same workflow engine. When these sit in fragmented systems, customers feel the seams: rekeyed information, broken handoffs, inconsistent service, and compliance gaps that surface long after acquisition.
Ignition’s Consumer Account Lifecycle solution brings the full post-meter customer relationship onto one platform. Domestic, SME, and I&C customers are supported across acquisition, in-life servicing, change of tenancy, vulnerability, prepayment, and B2B account management, with a single product catalogue and contract model underneath. The result: faster conversion, lower cost-to-serve, fewer compliance exceptions, and a customer experience that holds together across every interaction.
What it solves
Slow, fragmented quote-to-sign journeys
Disconnected systems, manual rekeying, and back-office handoffs delay customer response times and reduce conversion. ENSEK’s platform brings pricing, customer data, and workflows together, so quotes and contracts move faster.
Complex contracts that stall sales cycles
Small and Medium Enterprise and Industrial and Commercial deals often require approvals, negotiations, and checks that slow progress. A single contract management layer supports digital contract creation and review within defined controls, reducing delays without losing governance.
Fragmented in-life servicing
Customers expect to update payment details, query a bill, or change a product without being passed between systems. The platform gives agents and self-serve channels a single, consistent view of the account.
Home moves and change of tenancy errors
Move-in and move-out is one of the highest-volume sources of billing exceptions and complaints. The platform orchestrates the full change of tenancy journey, keeping old and new occupiers correctly billed and industry messages aligned.
Vulnerability and Priority Services compliance risk
Vulnerability data is often held inconsistently or outside the core platform, exposing suppliers to regulatory and reputational risk. Vulnerability flags are held as first-class data, applied automatically across contact, billing, and collections.
Prepayment operational complexity
Customers have distinct needs around top-ups, friendly hours, emergency credit, and self-disconnection. Prepayment is supported natively rather than as a bolt-on.
Poor handover from acquisition into operations
When onboarding tools sit outside the core platform, errors surface later during billing, service, or collections. Customer, contract, and pricing data flows seamlessly into the wider customer lifecycle.
High manual effort managing onboarding exceptions
Missing information, failed checks, or last-minute changes create rework. Automated workflows and task-based handoffs help teams resolve issues quickly and consistently.
Capabilities
Integrated quote-to-sign workflows
A single onboarding flow covering pricing, customer capture, contract creation, and sign-up, reducing duplication and accelerating conversion.
Industry pricing engine
Supports complex energy pricing structures for Small and Medium Enterprise and Industrial and Commercial customers, enabling sales teams to generate, review, and agree contracts digitally within pre-defined restrictions and approval rules.
Small and Medium Enterprise digital onboarding
Fully integrated sign-up journeys for small business customers, online or assisted, allowing faster quote comparison and rapid conversion.
Consumer account management
A single account record covering contact details, preferences, occupancy, products, and history, accessible to agents, self-serve, and partner channels through the same APIs.
Vulnerability and Priority Services Register
Configurable vulnerability categories with regulatory mappings for each region, automatically applied to contact, billing, and collections decisions.
Home moves and change of tenancy orchestration
End-to-end workflows for moving scenarios, handling final billing, new occupier setup, and industry messaging.
Prepayment capability
Native support for prepayment meters covering top-ups, debt recovery, emergency credit and self-disconnection reporting.
Consumer contacts and case management
Inbound and outbound contact captured against the account, with workflow, service-level tracking, and AI-assisted resolution to reduce handle time.
Business to Business account servicing
Multi-site portfolios, hierarchies, and bespoke contract terms managed alongside domestic and Small and Medium Enterprise customers on the same platform.
API connectivity and third-party integration
Built-in integration with Customer Relationship Management, credit bureaux, and third-party services to centralise customer data and avoid context switching.
Automated and task-based workflows
Workflow-driven processes ensure the right tasks reach the right teams at the right time, improving response times and reducing manual coordination.
Single customer view from day one
Customer and contract data captured during onboarding becomes immediately available across billing, customer management, finance, and debt - ensuring consistency across the lifecycle.
Business Outcomes
- Higher conversion rates through faster, more responsive quoting and sign-up
- Shorter sales cycles for Small and Medium Enterprise and Industrial and Commercial contracts
- Lower cost to serve through fewer rekeys, fewer escalations, and higher self-serve containment
- Cleaner home moves, fewer final-bill disputes, and lower complaint volumes
- Reduced vulnerability and Priority Services compliance risk through accurate, up-to-date registers
- Improved prepayment customer experience and reduced self-disconnection rates
- Fewer downstream issues due to accurate data flowing into billing, collections, and service
- Better customer experience with a seamless, professional journey from first quote to ongoing relationship
Use cases
Domestic acquisition at scale
Support high-volume residential sign-ups with streamlined capture and automated handoff into service and billing.
Small and Medium Enterprise digital sign-up
Enable small businesses to compare quotes and complete sign-up quickly, online or with sales support, without switching systems.
Complex Business to Business and Industrial and Commercial contracting
Handle negotiated contracts with approvals, restrictions, and digital agreement, all within a single onboarding flow.
In-life account servicing
Day-to-day changes of details, products, and preferences handled in one flow across agent, self-serve, and partner channels.
Home moves and change of tenancy
Move-in, move-out, and landlord journeys orchestrated end-to-end without billing or industry messaging gaps.
Vulnerability at scale
Capture, maintain, and apply vulnerability and Priority Services flags consistently across every customer touchpoint.
Prepayment operations
Run portfolios with native support for top-ups, emergency credit, and disconnection prevention.
Partner-driven acquisition
Support partner or reseller models by assigning price books and onboarding customers consistently through the platform.