Smart Energy is an Australian solar company that was launched in November 2016 by Co-Founders Beau Savage, Jasper Boyschau and Elliot Hayes after they noticed high levels of poor customer service and price gouging by other solar providers. Putting service at the heart was a recipe for success, and meant Smart Energy quickly became one of Australia’s largest residential solar providers.

The COVID-19 pandemic exacerbated the solar boom, with many Aussies realising the impact working from home was having on their power bills, and resulting in a substantially large competitor market in the solar industry. A huge frustration that Smart Energy saw in the industry as a whole was that consumers were receiving surprise costs and add-ons on their energy bills and solar installations from energy retailers.

This is what led Savage, Boyschau and Hayes to create the 2021 initiative ‘Customers at the Heart’. Smart Energy has always prided itself on the dedication to placing customers at the heart of everything the company does. The ‘Customers at the Heart’ initiative involved a series of steps to help Australians looking to make the switch, more inclined to use Smart Energy’s services and avoid signing up to a company that may only be around for the next two years and cost hundreds in the long run.

The ‘Customers at Heart’ initiative followed a four step action plan: Introducing proactive customer support to resolve issues and improve customer satisfaction, increasing communication efforts to customers regarding their panel layouts, smoothing the energy assessment and installation process and increasing the usage of local installers.

Smart Energy worked with a range of team members, clients, stakeholders, specialists and suppliers to ensure the company and its team achieved what they set out to do. This initiative also required a high level of collaboration between a range of Solar Engineers, Product Owners, Solar Specialists and Software developers to reach the final outcome.

Despite the economic downturn seen around Australia throughout 2021, the ‘Customers at the Heart’ initiative helped Smart Energy make $49 million in revenue. By seeking feedback from customers to identify potential problems before they arose, Smart Energy also maintained an NPS rating of 51.6 over this time.

Smart Energy makes solar accessible to everyone, maximising their efforts to walk towards a more sustainable future, proven through their 15,835 installations since inception. Smart Energy cares about supplying individuals with the means of a greener future, whilst providing the best service possible along the way.

For more information about Smart Energy, go to smartenergy.co/au