Utility Warehouse
508 Edgware Rd,
London, NW9 5AB,
United Kingdom
London, NW9 5AB,
United Kingdom
44 33 3777-0777
Professional Services
Utility Warehouse Technographics
Utility Warehouse Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Utility Warehouse and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 2005 Utility Warehouse employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Utility Warehouse has purchased the following applications: Mercer Darwin Benefits (formerly Thomsons Online Benefits) for Benefits Administration in 2018, Genesys Cloud CX Chat for Chatbots and Conversational AI in 2020, Google Workspace (Formerly Google G-Suite) for Collaboration in 2016 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Utility Warehouse is running and its propensity to invest more and deepen its relationship with Mercer , BambooHR , ADP or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Utility Warehouse revenues, which have grown to $275.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Utility Warehouse intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
Utility Warehouse Tech Stack and Enterprise Applications
Utility Warehouse HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Mercer | Legacy | Mercer Darwin Benefits (formerly Thomsons Online Benefits) | Benefits Administration | HCM | n/a | 2018 | 2019 |
In 2018 Utility Warehouse implemented Mercer Darwin Benefits (formerly Thomsons Online Benefits) as its centralized platform for employee Benefits Administration. The deployment targeted total rewards and benefits engagement for approximately 1,500 employees, consolidating enrollment, communications, and benefit selection into Mercer Darwin Benefits to drive inclusion and employee engagement.
The implementation covered core benefits portal capabilities, total rewards configuration, administration of share options and share awards, management of SAYE schemes, and oversight of private medical insurance, dental, life assurance, cycle to work and eye care programs. Mercer Darwin Benefits was used to instrument pension administration workflows and pension assessment compliance, and to support gender pay gap reporting and the annual salary review process.
Integrations and operational connections were explicitly established with ADP Freedom payroll and BambooHR, and the programme set up third party providers including Salary Finance and Commuter Club on the benefits platform. Pension operations included running the Aviva pension fund end to end and executing a transfer from Aviva to Scottish Widows, and the team benchmarked new payroll providers while planning a move toward a fully integrated HRIS.
Governance and process changes included centralizing total rewards ownership under the payroll and benefits manager, leading a team of payroll specialists, creating salary bandings for tech and call center populations, managing the bonus cycle, and running benefits fairs to collect employee feedback. The initiative explicitly aimed to add value and inclusion to the Utility Warehouse family culture, create a happier workplace and reduce attrition.
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Core HR | HCM |
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2019 | 2019 |
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Payroll | HCM |
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2019 | 2019 |
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Recruiting, Applicant Tracking System | HCM |
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2019 | 2019 |
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Workforce Management | HCM |
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2020 | 2020 |
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Utility Warehouse AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Genesys | Legacy | Genesys Cloud CX Chat | Chatbots and Conversational AI | AI-Powered Application | n/a | 2020 | 2020 |
In 2020 Utility Warehouse implemented Genesys Cloud CX Chat to centralize omnichannel customer interactions and advance its Chatbots and Conversational AI capabilities across a UK contact center supporting roughly 1,000 agents. The deployment targeted improved business continuity, faster innovation cycles, reduced employee and customer effort, and an immediate ability to transition to remote working.
The implementation instrumented Genesys Cloud CX Chat with core functional modules including Email, Inbound, Outbound, Chat and Self-Service, together with Genesys Workforce Engagement Management for forecasting and scheduling. Configuration included dynamic IVR flows, intent based routing driven by customer profiling, predictive dialing automation for outbound campaigns and a virtual queue position holder called WeQ4You, enabling blended advisor support across voice, email and chat.
Genesys Cloud CX Chat was integrated with the companys in-house CRM via platform APIs and with Google Dialogflow to surface conversational AI and contextual data into the agent UI, allowing agents to handle all interactions through a single CRM interface built in-house. Reporting and analytics from Genesys replaced wallboards with customized dashboards, and platform controls were applied to restrict features such as data and call recording downloads for security and compliance.
Operational rollout was executed with in-house resources, with two team members leading the platform cutover alongside day to day work and completing the migration in about eight weeks without engaging a third party. Governance changes included shifting from siloed teams to dynamic agent multitasking, blended channel routing, and enabling agents to view schedules remotely, which supported a rapid shift to home working across the estate and for partner companies that adopted the cloud platform.
Measured operational outcomes provided in the deployment narrative include queue reductions from 105 to 10 across the business, a reduction of external phone numbers from 600 to 20, consolidation of IVR menus to six with most customers able to navigate with two presses, email SLAs improving to 98 percent answered within 48 hours and over 50 percent same day, and reductions in outbound wasted agent time reported at up to 60 percent through predictive dialing. Genesys Cloud CX Chat remains central to Utility Warehouses purpose built CX strategy and ongoing agent enablement.
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Utility Warehouse Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Legacy | Google Workspace (Formerly Google G-Suite) | Collaboration | Collaboration | n/a | 2016 | 2016 |
In 2016, Utility Warehouse implemented Google Workspace (Formerly Google G-Suite) in the Collaboration category. The deployment is a cloud-hosted collaboration platform provisioned for the organization’s approximately 2,005 employees in the United Kingdom, and the use of Google Workspace is referenced on the company’s public website. Google Workspace (Formerly Google G-Suite) was positioned to provide core collaboration capabilities including enterprise email, cloud storage, real-time document editing, calendaring, and conferencing.
Operational configuration emphasized centralized domain administration via the Google Workspace admin console, role-based user provisioning, and platform security controls including mobile device management and group policy enforcement consistent with cloud collaboration practices. Functional modules implemented include Gmail, Google Drive, Google Docs, Google Calendar, and Google Meet, supporting IT administration, customer service, and corporate operations. Governance centered on standardized account lifecycle processes and centralized policy enforcement to align collaboration workflows across the business.
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Utility Warehouse Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Content Management | Content Management |
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2020 | 2020 |
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Utility Warehouse SCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Order Management | SCM |
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2020 | 2020 |
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Utility Warehouse CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Call Center | CRM |
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2019 | 2019 |
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Call Center | CRM |
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2018 | 2018 |
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Call Center, Customer Support | CRM |
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2019 | 2019 |
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Customer Data Platform | CRM |
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2018 | 2018 |
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Customer Engagement, Customer Loyalty | CRM |
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2020 | 2020 |
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Customer Support | CRM |
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2017 | 2017 |
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Customer Support | CRM |
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2017 | 2017 |
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Customer Support | CRM |
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2017 | 2017 |
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Marketing Analytics | CRM |
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2018 | 2018 |
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Marketing Analytics | CRM |
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2018 | 2018 |
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Sales Automation, CRM, Sales Engagement | CRM |
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2019 | 2019 |
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Utility Warehouse PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Transactional Email | PaaS |
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2016 | 2016 |
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Utility Warehouse IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Hosting and Computing Services | IaaS |
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2017 | 2017 |
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Application Hosting and Computing Services | IaaS |
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2016 | 2016 |
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Content Delivery Network | IaaS |
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2020 | 2020 |
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Content Delivery Network | IaaS |
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2020 | 2020 |
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Utility Warehouse CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Identity and Access Management (IAM) | CyberSecurity |
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2021 | 2021 |
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IT Decision Makers and Key Stakeholders at Utility Warehouse
| First Name | Last Name | Title | Function | Department | Phone | |
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Head of Customer Operations | Director | Customer Service | |
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Chief Commercial Officer | CXO | Finance | |
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Head Of Customer Service | Director | Customer Service | |
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Head of Customer Operations | Director | Customer Service | |
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Customer Service Manager | Manager | Customer Service | |
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Customer CRM Ops Manager | Manager | Customer Service | |
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Technical Contact Centre Manager | Manager | Customer Service | |
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Apps Being Evaluated by Utility Warehouse Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from Utility Warehouse IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the Utility Warehouse digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
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| No data found | ||||||
FAQ - APPS RUN THE WORLD Utility Warehouse Technographics
Utility Warehouse is a Professional Services organization based in United Kingdom,
with around 2005 employees and annual revenues of $275.0 million.
Utility Warehouse operates a diverse technology stack with applications such as
Mercer Darwin Benefits (formerly Thomsons Online Benefits), Genesys Cloud CX Chat and Google Workspace (Formerly Google G-Suite),
covering areas like Benefits Administration, Chatbots and Conversational AI and Collaboration.
Utility Warehouse has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Mercer, Genesys and Google.
Utility Warehouse recently adopted applications including
Okta Identity Cloud in 2021, Genesys Cloud CX Chat Workforce Engagement in 2020 and Genesys Cloud CX Chat in 2020,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Utility Warehouse’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Utility Warehouse’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete Utility Warehouse technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.