Insite Energy Case Study

Replacing legacy billing systems with a scalable customer platform

Insite Energy delivers metering, billing, and maintenance services to over 28,000 homes across the UK. With increasing service demand and a growing customer base, the company needed a new digital platform to improve payment processing, customer communication, and operational performance. Aecor delivered a cloud-based system tailored to their workflows and continues to provide technical support and resources.

“Whilst we understood the needs of our customers, we didn’t possess the technical expertise internally to build the optimal system. Outsourcing the project to Aecor meant that we could concentrate on servicing our customers, knowing that the infrastructure to support them was being transformed. Aecor continue to provide resources for us to support the platform they built.”

Project Results

New customer portal

paperless safety workflows

Fully integrated

billing and payment platform

Reduced churn and improved

satisfaction through better digital access

Ongoing resourcing and support

via .NET and Azure specialists

The challenge

Insite Energy had outgrown its legacy billing systems. The existing platform made it difficult to manage customer accounts efficiently and restricted the team’s ability to scale or improve the user experience. Customers faced friction accessing account information, reviewing billing history, or managing payments.

To support its growth and better serve housing developers, associations, landlords, and managing agents, Insite needed a flexible, modern system that could evolve with their needs, without disrupting existing service workflows during rollout.

Our solution

Aecor worked with Insite to design and build a new customer portal that aligned with their business operations while replacing outdated systems behind the scenes. The portal was developed using a cloud-native architecture on Microsoft Azure and built with .NET to ensure performance, security, and long-term maintainability.

Customers can now securely log in to view account details, track billing history, manage service tariffs, make payments, and download invoices, all from a single portal with a responsive design.

The build included the integration of a new billing and payment provider, allowing Insite to streamline transactions, reduce support overhead, and improve data accuracy. The portal also introduced a simplified registration process and system monitoring for improved reliability.

Technical setup

Customer portal development

A user-friendly online portal with access to billing, payment history, account management, and contact details.

Billing and payment integration

Modern payment provider setup and seamless backend integration for real-time updates and reduced friction.

Legacy system replacement

Old billing tools and disconnected processes were retired, with minimal disruption to internal operations.

Platform monitoring and support

Application-level monitoring and Azure-based infrastructure oversight ensure stability and uptime.

Results

The new portal has significantly improved operational efficiency by reducing manual account queries and billing errors. Customers can now resolve account issues and process payments independently, improving overall satisfaction and reducing churn.

Internally, Insite’s teams now work with a stable, scalable system that better supports both customer expectations and future business growth.