Genesis successfully scales up for digital growth with Adaptiv

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Client Overview

Genesis is an energy generator and retailer serving nearly 500,000 residential and business customers across New Zealand. Its wide range of products and services includes electricity, natural gas, and LPG supply, as well as solar power systems and broadband.

Out with the old (billing platform)!

In 2025, to support a new retail strategy and operating model aimed at reducing cost to service, improving the customer experience, and enabling rapid innovation, Genesis committed to a programme of work to transform its core sales, service, and billing functions.

Key to this transformation was the adoption of and integration with g2.0, a new cloud-based technology platform provided by Gentrack (provider of specialised billing solutions for the utility sector) and Salesforce (CRM specialist).

The move to g2.0 presented Genesis with an opportunity to review its integration strategy – that’s where Adaptiv came in.

The rationale was clear: With a new enterprise cloud-based integration platform (Azure Integration Services) in place, Genesis would be able to reduce costs, offer both staff and consumers a more modern user interface, provide native integration to Salesforce, and, critically, make it easy to extend its digital services.

Trusted integration partners

Over the years, Genesis and Adaptiv had worked successfully together on several projects, including determining whether Azure Integration Services (AIS) was the right next step for the business.

So, when it came to finding a partner to help migrate the business from its old platform to Azure, and build, test, and support almost 130 integrations between g2.0 and Genesis’s internal and external applications via AIS, Adaptiv was a natural and trusted choice.

This led to Adaptiv designing and implementing all of Genesis’s new APIs using Azure Integration Services (AIS) as the core integration platform.

Adopting Azure

Darren Tsang, Senior Manager – Digital Platforms for Genesis, is responsible for the business’s mobile apps and websites, and as of 2025, the integration platform. He worked closely with Adaptiv on project governance, resource planning and integration architecture.

“The old integration platform was very restrictive,” says Tsang. “It wasn’t scaling easily, so as soon as we added more customers, or wanted to do more with them, we experienced more performance issues – and that wasn’t even taking call latency into consideration.

“Our legacy system and integration platform were stopping our ability to innovate. When you’re adopting modern solutions like Gentrack and Salesforce, you have to be prepared. There was no point bringing in a modern, fast billing platform only to have a slow, restrictive API layer.

“Moving to Azure and AIS gave us all the benefits of true cloud technology, including scaling for growth automatically.”

Business as usual

g2.0 has not only enabled Genesis to provide its customers with a better billing and customer service experience, but also supported its plans for Frank*Energy customers.

The Frank*Energy brand was launched by Genesis in 2022 as an alternative to more complex offerings in the NZ energy market. Three years later, the decision was made to stop accepting new customers and consolidate Frank* back into its parent company.

Through Adaptiv’s integration work, Frank* customers are progressively gaining streamlined, no-fuss digital access to Genesis resources and services using their existing login details. Once they access g2.0, customers find their account already populated with their billing details (historical, current, and forecasted), along with a range of comparable new plans and offerings to choose from.

Leaving latency behind

Performance due to latency had long been an issue with Genesis’s old billing system. The combination of the system’s cumbersome back-end and the outdated integration platform led to unacceptable delays in API calls.

Adaptiv significantly reduced that time, aligning it with modern industry standards.

The power of teamwork

The project has been carefully phased to ensure it can be delivered successfully, says Michael Noda, Senior Project Manager for Genesis. And to date, Adaptiv has delivered to spec and to schedule.

“We did our first release in November last year – this enabled our Frank* customers to move to Gentrack. We’ve got two further major releases, during which Adaptiv will have at least another 50 AIS integrations to build for us. We’ve set aggressive deadlines, but we’re confident Adaptiv can meet them. They’ve got the experience and people needed to deliver to schedule and expectation – and a good track record.”

Genesis’s own integration team is small, says Noda. “This means we’re reliant on Adaptiv’s ability to augment our own resources for big projects. They’re very much part of our team – we have a tight working relationship and are very closely aligned in terms of delivery principles.

“Adaptiv is always generous with their knowledge and expertise. They don’t ring fence what they know – they’re very collaborative and offer ideas about better ways to do things.”

As part of Adaptiv’s working approach, team members worked on occasion from Genesis’s offices, which Noda described as ‘really useful’. “They are always quick to find bugs and issues and investigate and resolve them,” says Noda. “They take their work very personally. It’s not a 9-to-5 approach – they’ll work outside of regular hours to make things happen. Adaptiv’s people are very invested in what they do, and that’s impressive. They know their stuff.”

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Client Overview

Out with the old (billing platform)!

Trusted integration partners

Adopting Azure

Business as usual

Leaving latency behind

The power of teamwork

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