List of Gentrack Velocity Customers
Gentrack Group
17 Hargreaves Street,
Auckland, 1011,
New Zealand
Auckland, 1011,
New Zealand
64 9 966-6090
Professional Services
660
$105M
Since 2010, our global team of researchers has been studying Gentrack Velocity customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Gentrack Velocity for CRM from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Gentrack Velocity for CRM include: Origin Energy, a Australia based Utilities organisation with 5000 employees and revenues of $10.43 billion, Anglian Water Group, a United Kingdom based Utilities organisation with 5295 employees and revenues of $1.89 billion, Trustpower, a New Zealand based Utilities organisation with 766 employees and revenues of $640.0 million, Power and Water Corporation, a Australia based Utilities organisation with 882 employees and revenues of $557.0 million, Red Energy, a Australia based Utilities organisation with 1200 employees and revenues of $500.0 million and many others.
Contact us if you need a completed and verified list of companies using Gentrack Velocity, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Gentrack Velocity customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Anglian Water Group | Utilities | 5295 | $1.9B | United Kingdom | Gentrack | Gentrack Velocity | CRM | 2018 | n/a |
In 2018, Anglian Water Group implemented Gentrack Velocity as its CRM to support frontline customer service and complaints handling across its contact centre operations. The deployment focused on customer-facing workflows for SME and residential accounts, providing a centralized application for case tracking, contact history, and operational routing of complex cases.
Gentrack Velocity was configured to support standard CRM capabilities including case management, inbound call handling, refunds and payment allocation, customer record updates, manager callbacks and escalation handling. The implementation included reporting and SLA tracking used by supervisors to monitor call handling time, wrap time and team KPIs, and it enabled daily operational reports and task allocation for contact teams.
The Gentrack Velocity rollout operated alongside other CRM systems in use by staff, notably Salesforce and Rapid, and supported workflows that liaised closely with Payments, Credit Control, Operations and Billing teams. The application environment also supported customer-facing complaint workflows that interfaced operationally with external bodies including CCWater, WATRS and wholesalers, reflecting cross-departmental case coordination requirements.
Governance and process work centered on end user training and mentoring, with creation of personalized training plans, system training sessions, welcome materials and standards for customer advisor behaviour. Supervisory responsibilities included monitoring KPI attainment, running daily reports, allocating payments and processing refunds, and taking lead on escalations and management meetings while the system was embedded into contact centre operational governance.
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Barwon Water | Utilities | 451 | $258M | Australia | Gentrack | Gentrack Velocity | CRM | 2012 | n/a |
In 2012 Barwon Water implemented Gentrack Velocity as its utility billing and CRM platform, selecting Gentrack following an extensive competitive tender. Barwon Water is Victoria's largest regional urban water corporation, delivering water, recycled water and sewerage services to over 280,000 customers across 8,000 square kilometres including Geelong, Colac and Lorne, with seasonal customer volumes that can more than double during holiday periods.
The Gentrack Velocity implementation centered on utility billing and customer information capabilities, deploying modules to support water billing, trade waste billing and sewerage billing alongside CRM and process management functionality. The project used Gentrack's ADVANCE methodology, adopting an iterative delivery approach that engaged project leaders and subject matter experts to configure Gentrack Velocity to meet Barwon Water's business requirements and to reduce project risk through regular milestone delivery.
Operational coverage targeted meter to cash workflows, customer account management and service billing across billing and customer service functions, reflecting the standard CRM and billing integration points typical for a utility deployment. Gentrack noted that its water billing and CRM platform is used across multiple Australian jurisdictions, positioning Gentrack Velocity as a specialist system to handle seasonal load and multi-service billing for utilities.
Governance for the rollout followed a formal tender selection and a structured project delivery model, with iterative configuration iterations and stakeholder engagement throughout the program. Gentrack positioned the engagement as a long term partnership, emphasizing configuration flexibility and process management tools to support Barwon Water's customer engagement and billing operations.
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BES Utilities | Utilities | 254 | $96M | United Kingdom | Gentrack | Gentrack Velocity | CRM | 2017 | n/a |
In 2017 BES Utilities implemented Gentrack Velocity as its CRM, with initial deployment focus on customer service and billing workflows. The implementation timeline overlapped with intensive internal CRM rollout and training activity between March 2017 and September 2017, when a Systems Training Advocate led requirement gathering, design input, and creation of step-by-step training materials for a CRM project referenced as Junifer. These training artifacts were repurposed as templates across departments to standardize call handling and billing enquiry processes and to inform adoption practices for Gentrack Velocity.
Gentrack Velocity was configured to support core CRM capabilities, including contact management, case and inquiry tracking, structured billing enquiry workflows, and a centralized knowledge base and FAQ used by frontline agents. Implementation work emphasized procedural automation for first contact resolution, scripted guidance for high-value invoicing events, and side-by-side support mechanisms such as floor walking and live call listening to reinforce agent competence. Training deliverables included detailed user guides, troubleshooting FAQs, and templates for call quality feedback that were embedded into day-to-day agent processes.
Operational coverage centered on Customer Service and Billing teams handling billing enquiries, metering enquiries, complaints, and proactive outreach for large or anomalous invoices. The CRM rollout institutionalized feedback loops between agents and directors to capture system usability and call quality observations, enabling iterative adjustments to workflows and training content. Governance relied on mentor-led training, peer shadowing, and director-level oversight of requirement definitions and rollout sequencing.
Recorded outcomes tied to the training and rollout work include internal recognition for the staff member leading adoption, specifically nomination for Employee of the Month, a personal thank you from the Board, and company Best Newcomer acknowledgement, reflecting organizational endorsement of the training-driven deployment approach. The narrative documents a structured CRM implementation at BES Utilities, centered on Gentrack Velocity and operationalized through disciplined training, governance, and cross-departmental templates.
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Good Energy Group | Utilities | 362 | $330M | United Kingdom | Gentrack | Gentrack Velocity | CRM | 2019 | n/a |
In 2019 Good Energy Group implemented Gentrack Velocity as a CRM to centralize customer and billing workflows for its UK energy operations. The deployment focused on integrating customer care, billing orchestration, and market messaging into a single Gentrack Velocity instance serving Good Energy Group business streams.
The Gentrack Velocity CRM configuration included customer master data management, billing and settlement interfaces, and support for market message workflows common to the UK energy and water markets. Implementation work documented in-system configuration, data mapping rules and ETL logic, and customizations written in GenBasic and Oracle SQL to support meter and contract lifecycle processing.
Architecturally the program leveraged Gentrack Cloud for Water patterns and AWS infrastructure managed via Terraform, with explicit use of CloudWatch, EC2, RDS, S3 and Lambda for data feed processing and operational monitoring. Data movement incorporated a Data Feed executed on EC2 to dump transformed CSV snapshots into S3 for downstream absorption and reporting, alongside Qlik Data Replication Service for analytical replication and a Common Data Model based mapping from source systems such as HiAffinity RapidXtra.
Governance and delivery followed SDLC and Agile sprint models, with BAU first line support transitioning to second line engineering for coded fixes and enhancements. The program included dress rehearsal planning and Go Live execution for a 200k SPID scale cutover, reconciliation checkpoints across Extract Transform Load stages, and documented processes for identifying and remediating data quality issues during load into Gentrack Velocity.
Operational responsibilities extended to database administration, coded datafix development, and post Go Live support for Good Energy Group, preserving integration with DCC SMETS1 and SMETS2 meter communications and CMOS CMA market messages where applicable. The implementation narrative for Gentrack Velocity CRM reflects a hybrid delivery of product configuration, cloud infrastructure automation, ETL and data governance activities focused on stabilizing customer and billing operations.
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Origin Energy | Utilities | 5000 | $10.4B | Australia | Gentrack | Gentrack Velocity | CRM | 2017 | n/a |
In 2017 Origin Energy implemented Gentrack Velocity as its billing system under a CRM program. The implementation was run from Melbourne and emphasized cutover schedule creation, refinement and coordination of the implementation team to manage the go live of billing operations.
The deployment focused on configuring Gentrack Velocity for customer account management, billing workflows and recurring invoicing, aligning CRM functions with billing operations and customer service processes. Project execution used an agile development model with an eight person development team and formal release management practices to control monthly changes across customer facing applications.
The Gentrack Velocity work sat alongside broader ERP and payroll replacement programs including Oracle to SAP migrations and concurrent Salesforce release governance, requiring coordination across IT, billing, finance and customer service teams. That coordination centered on cutover sequencing and aligning integration touchpoints and operational handoffs across enterprise applications rather than an isolated rollout.
Governance and security processes from the wider IT program were applied to the implementation, including secure development policies and deployment of static application security testing tools, and information management capabilities such as SAP Business Objects and Data Services were available within the program. Operational scope covered billing and customer operations within Origin Energy and relied on structured cutover and release processes to align CRM and billing workflows.
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Utilities | 882 | $557M | Australia | Gentrack | Gentrack Velocity | CRM | 2012 | n/a |
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Utilities | 1200 | $500M | Australia | Gentrack | Gentrack Velocity | CRM | 2015 | n/a |
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Utilities | 766 | $640M | New Zealand | Gentrack | Gentrack Velocity | CRM | 2015 | n/a |
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Buyer Intent: Companies Evaluating Gentrack Velocity
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Gentrack Velocity. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Gentrack Velocity for CRM include:
- Ord Minnett, a Australia based Professional Services organization with 537 Employees
- Manila Electric Co Meralco, a Philippines based Utilities company with 19668 Employees
- Network Rail, a United Kingdom based Transportation organization with 40237 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
|---|---|---|---|---|---|---|
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Ord Minnett | Professional Services | 537 | $90M | Australia | 2026-04-01 |
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Manila Electric Co Meralco | Utilities | 19668 | $5.5B | Philippines | 2026-03-26 |
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Network Rail | Transportation | 40237 | $15.6B | United Kingdom | 2025-09-29 |
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Banking and Financial Services | 650 | $250M | New Zealand | 2025-07-29 |
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Banking and Financial Services | 21270 | $4.5B | Australia | 2025-07-02 |
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Utilities | 1278 | $2.1B | New Zealand | 2025-06-26 |
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Government | 21500 | $5.7B | Australia | 2025-03-17 |
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Banking and Financial Services | 213000 | $101.9B | United States | 2024-12-05 |
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Banking and Financial Services | 48300 | $53.5B | United States | 2024-07-09 |
FAQ - APPS RUN THE WORLD Gentrack Velocity Coverage
Gentrack Velocity is a CRM solution from Gentrack.
Companies worldwide use Gentrack Velocity, from small firms to large enterprises across 21+ industries.
Organizations such as Origin Energy, Anglian Water Group, Trustpower, Power and Water Corporation and Red Energy are recorded users of
Gentrack Velocity for CRM.
Companies using Gentrack Velocity are most concentrated in Utilities, with adoption spanning over 21 industries.
Companies using Gentrack Velocity are most concentrated in Australia, United Kingdom and New Zealand, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Gentrack Velocity across Americas, EMEA, and APAC.
Companies using Gentrack Velocity range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 62.5%, large organizations with 1,001-10,000 employees - 37.5%, and global enterprises with 10,000+ employees - 0%.
Customers of Gentrack Velocity include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Gentrack Velocity customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of CRM.