Your journey as a Peer-to-Peer energy exchange customer

UrbanChain positions itself as an energy market disruptor that lowers consumer power bills while improving generator margins. The company emphasises seamless customer service, with Gareth Richards (Operations Manager) and PJ MacDonald (Service Manager) explaining how customers building green energy markets receive expert support.

Sign-Up Process

Upon contract creation, customers receive countersigned copies and a welcome pack on their go-live date. MacDonald notes:

“Customers will also get an onboarding call with myself or with one of the account managers to go through what their needs are.”

Getting details correct initially prevents billing issues later. When supply switches occur, the sales and accounts team proactively notifies customers of any objections and smooths the transition process.

Post-Onboarding Operations

Richards emphasises that achieving “fit to bill” status is the priority. The company shares data immediately with customers to ensure transparency. Should issues arise, account managers contact customers promptly to explain and resolve problems before billing. Weekly meetings track potential issues, especially when third-party intermediaries are involved.

Operations Role

Richards describes his function as:

“Ensuring the life meter of any customer is streamlined and any problems are as minimal as possible.”

Service and Operations Integration

MacDonald highlights how UrbanChain’s recent growth required team expansion. This created “a seamless link between sales, operations and customer service,” preventing stress concentration on any single department and delivering “minimal touchpoints” and reduced bills.

Simplifying a Complex Industry

Compliance remains essential in energy operations. MacDonald states:

“UrbanChain is the one company simplifying the complexities that have existed for a long time.”

Both managers note the importance of combining advanced technology with expert talent. Richards indicates upcoming system improvements will enhance operational efficiency and customer satisfaction.

Competitive Differentiation

Richards emphasises transparency and personal relationships:

“It’s about making the energy journey of any customer more transparent and personable.”

Account managers provide personalised service rather than passing customers between departments.

MacDonald describes their “360 account management model,” contrasting with larger companies that create lengthy response delays. The approach involves “genuinely listening to what any issue might be and not passing it over to another team.” This collaborative method with third-party intermediaries and brokers maintains consistency from initial sale through account management.

The company’s philosophy centres on customer welfare: “if this was my invoice or bill, what would I want to happen?” MacDonald ties this to founder Somayeh Taheri’s focus on addressing energy poverty, distinguishing UrbanChain from competitors.