Energy One is delighted to welcome Paul Bennett as its new Head of Support (UK). Boasting decades of experience, Paul brings expertise, customer-centricity and a strong vision to the role.
Find out about Paul in this short interview.
Hi Paul, please could you tell us about your role and responsibilities at Energy One UK?
As Head of Support, my focus is on ensuring we bring high-quality delivery and support to our customers. I am committed to maintaining an excellent client experience and building on the strong foundation already in place. My plans include enhancing incident and change management structures to further elevate the customer experience, which I’ll go into a bit more detail about shortly.
Regarding my background, I spent 27 years at a large fintech organisation as an IT Director, overseeing highly available platforms that process trillions of dollars annually in banking and payments transactions worldwide. This experience has instilled in me a strong risk-awareness and a process-driven approach to managing support operations.
Customer centricity is fundamental to everything we do at Energy One; how do you and your team bring this to life?
Creating a strong and continuous feedback loop is critical to how we operate, and it’s why taking a true partnership approach with our customers is a core priority for the team at Energy One.
We want our customers to feel supported, informed and confident—not just when things go smoothly, but especially when we’re responding to alerts, handling requests or carrying out scheduled maintenance. Every interaction shapes the customer experience.
It’s not simply about completing tasks as quickly as possible; it’s about delivering them safely, reliably and with clear communication. This mindset ensures we protect both the customer’s operations – and our own systems – from unnecessary risk.
As highlighted in the well-known book The Phoenix Project, one of the most important lessons for any SaaS organisation is the need to reduce – or ideally eliminate – unplanned work. Unplanned work is the silent killer of productivity: it introduces errors, causes cascading delays, drains resources and increases stress across teams. A key focus for me moving forward is strengthening our processes, improving predictability, and reducing reactive activity, so our team can operate in a more stable, proactive and customer-centred way.
What makes Energy One customer support unique in your opinion/experience?
From my initial observations since joining the company, I get the sense that Energy One has a strong, expert-level support model, which is maintained in-house, ensuring we really know our solutions and value the customers’ requirements.
Regular client support calls take place, where we create strong proactive reporting models, which really show a level of hyper care that not all SaaS vendors would provide. We will take this solid foundation and will continue to put the customer at the forefront of everything we do within the support function.
One aspect of the role that has really impressed me is the robust relationships between the different teams within the Energy One business. Everyone makes themselves available for support, regardless of their role, offering expertise and guidance for customer queries. This may seem like an expected behaviour at a company, but from my experience, silos of teams can create internal friction and slowdown of support and impact the customer experience significantly. Energy One’s group collaborative ethos ensures that customers truly do come first.
It’s clear you have a strong focus on the future. What developments and trends can you see emerging from a customer perspective in the technology SaaS space?
Everyone is focussed on introducing AI into software delivery. I predict this will remain a key focal point in technology spaces for a long time. Doing more with less (effort/time) has been a focus in all aspects of IT support for many years and AI helps achieve these business targets.
My experience in the Payments industry has shown that enabling a client-focused partnership approach from the start really helps providers to stand out, as well as creating strong customer-led implementation and continued support.
Reducing friction between existing ecosystems and quicker, easier integration is how I suspect things will continue. I see customers demanding more of a partnership with SaaS providers, rather than a vendor/customer relationship, which is where Energy One will thrive!
And finally…a year from today, if you were to ask an Energy One client what the single most positive difference was in their support experience, what would you want them to say?
A year from now, I want Energy One clients to say that the biggest difference in their support experience is how seamless, responsive and reliable it feels.
I want them to notice measurable improvements, like faster response times—resolving 90% of enquiries on the first contact, achieving a near-perfect client satisfaction rating and consistently meeting Service Level Agreements (SLAs).
Essentially, I want them to say they feel supported by a team that not only solves problems efficiently, but also anticipates their needs, making their experience smooth, predictable and truly valuable.
The client is critical to Energy One, and the support experience is key to retaining and building stronger mutually beneficial relationships.
Keen to start your journey as a customer of Energy One?
