Enhancing your energy experience: What you need to know about our upcoming platform upgrade
Find out more about how our new billing platform delivers a faster, more efficient, and user-friendly experience for our customers.
Our new billing platform, Honeycomb, is set to deliver a faster, smarter, and more seamless customer experience. This upgrade isn’t just a system change — it’s a commitment to better service, easier account management, and greater efficiency for our customers.
We’re thrilled to announce that we’re upgrading our billing platform to offer our customers a faster, more efficient, and user-friendly experience. Over the next few months, we’ll be transitioning to our new platform, Honeycomb, which is designed to enhance the way we manage our customers' energy services. Here’s a sneak peek at the benefits our customers can expect:
- Better Customer Experience - Experience faster resolution of billing enquiries, shorter call wait times, and proactive customer support tailored to your needs.
- Enhanced Service Offerings - Access innovative energy solutions, time-of-use tailored options, and an upgraded customer portal for better account management.
- Robust & Futureproof Solution - Our new platform is built to adapt to industry changes, regulatory requirements, and emerging technologies—ensuring reliability and scalability.
- Improved Billing Efficiency - As part of this upgrade, it will bring reduced administration with streamlined billing data flows and enhanced reporting capabilities to allow us to better forecast your business energy demands.
What our customers need to know
As with any major technology transition, we are allocating significant time and resources to a thorough testing and deployment schedule. However, it would be unrealistic to expect a completely seamless changeover. While we anticipate a smooth migration, there may be some unexpected hiccups along the way. Please rest assured that if any issues arise, our team is fully prepared to resolve them as quickly as possible to minimise any impact on your business.
To help us ensure a smooth migration, we ask that our customers take a moment to check that their account billing and contact information is up to date. Most importantly, if our customers don’t have a working smart meter and haven’t provided us with a recent meter reading, we kindly ask that they do so as soon as possible. To do so, customers can register/login to their SmartWeb online account via smartweb.smartestenergy.com
What's next?
This transition is part of our ongoing commitment to improving our services and delivering even more value to our customers' businesses. In the coming weeks, we’ll share more detailed information about the migration process, key dates, and any actions our customers may need to take.
We’ve also created a FAQs section below to answer common questions and provide more clarity. Be sure to check it out! Additionally, we encourage our customers to watch our billing migration explainer video, which walks through the key aspects of the transition and provides helpful insights.
If our customers have any questions or concerns, our dedicated Customer Services team is here to help. Our customers can reach us at 01903 703400, Mon-Fri, 8:30am-5pm or by email at customerservices.business@smartestenergy.com.
Frequently asked questions
Why is my account being migrated to a new billing platform?
We are upgrading to a more advanced billing platform to enhance efficiency, improve customer experience, and provide better service offerings. This transition will streamline billing processes, reduce manual administration, and introduce new features that make managing your energy account easier.
What benefits will this migration bring to my business?
The new billing platform will offer:
- Better Customer Experience: Experience faster resolution of billing enquiries, shorter call wait times, and proactive customer support tailored to your needs.
- Enhanced Service Offerings: Access innovative energy solutions, time-of-use tailored options, and an upgraded customer portal for better account management.
- Robust & Futureproof Solution: Our new platform is built to adapt to industry changes, regulatory requirements, and emerging technologies—ensuring reliability and scalability.
- Improved Billing Efficiency: As part of this upgrade, it will bring reduced administration with streamlined billing data flows and enhanced reporting capabilities to allow us to better forecast your business energy demands.
Will there be any noticeable changes to my service after the migration?
Once you have migrated, you will notice on all your service comms including your monthly invoice, that your existing SmartestEnergy Business account reference has the letter 'H' as a suffix (for example 100010010010H). You may also notice a slight change in the layout of your invoices, but all necessary details will still be provided.
Will there be any disruptions to my service during the migration?
We are working hard to ensure a smooth transition, but as with any large system upgrade, there may be minor temporary disruptions. If any issues arise, we will work swiftly to resolve them and minimise any impact on your business. We will also keep you in the loop should any issues arise.
What happens to my outstanding balance or credit during the migration?
If you have a credit or an outstanding balance on your account, rest assured that it will be automatically transferred to the new billing platform and remain applied to your account, with no action needed on your part.
Will access to my SmartWeb online account be affected?
No, access to your SmartWeb online account will remain the same. If you login using your account reference you can continue to use the existing reference or login with the one using the new suffix 'H'(for example 100010010010H). If you have any problems logging on, our dedicated Customer Services are on hand to help. Once logged in, you'll be able to view all your invoices, create a statement of account, provide a meter reading and other such tasks.
Do I need to take any action before the migration?
No, but to help ensure a smooth transition, we ask you to:
Check that your billing and contact information is up to date.
If you do not have a working smart meter, submit a recent meter reading as soon as possible. Register/login here to your SmartWeb online account to update your account details and provide a recent meter reading.
Will my billing cycle or payment methods change?
No, your billing cycle and payment methods will remain the same. However, should there be any impact or delay to your billing after the migration we will be in touch to provide an update.
Will I still have access to my previous billing history?
Yes, you will still be able to access your billing history at any time via your SmartWeb online account.
How will this change impact my invoicing and reporting?
Over time the new platform will allow us to offer enhanced reporting tools and improved invoice presentation. You may notice a slight change in the layout of your invoices, but all necessary details will still be provided. The aim to ensure that the migration is a seamless transition and that your service experience remains unaffected.
Who can I contact if I have issues after the migration?
If you experience any issues or have questions after the transition, please reach out to our dedicated Customer Services on 01903 703400 (Mon-Fri, 8.30am-5pm) or email customerservices.business@smartestenergy.com. We are committed to resolving any concerns quickly to ensure minimal disruption to your business.
When will the migration take place?
The migration will be implemented through a phased approach, you will receive notification of when your account has been migrated, along with your first invoice produced on the new billing platform. If your account reference contains the suffix 'H' on your invoice (for example 100010010010H) this is an indication that you have migrated to the new billing platform.
Where can I find more information about the migration?
You can view our customer help video below that explains the migration in more detail.
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