At PSW Energy, we’re upgrading the system that manages customer enquiries, project updates, and service requests. This change is designed to make it easier for you to get timely answers, faster support, and clearer visibility on what’s happening with your enquiry or project.
When is the upgrade happening?
Our Customer Management System migration will take place across the Australia Day long weekend:
Saturday 24 January to Monday 26 January 2026
After the technical migration, our team will complete staff inductions and final familiarisation:
Through to Friday 30 January 2026
What to expect
We’re planning carefully to minimise disruption, but it’s realistic to expect some short-term impacts while the new platform goes live and our team transitions into the new workflows.
During the migration window (24–26 January), you may notice:
Slower response times for enquiries
Intermittent delays accessing your previous correspondence or job details
Some temporary disruption to normal processing as records are synchronised
During the familiarisation period (27–30 January), you may notice:
Slightly longer turnaround times as our team embeds the new processes
Occasional follow-up questions as we confirm details and ensure accuracy
If your enquiry is urgent, please contact us and clearly mark it as urgent so it can be prioritised appropriately.
Why the change
This is a strategic investment in customer service. Our current systems have served us well, but like many businesses in a growing industry, older systems can create friction—information split across tools, manual handovers, and slower visibility when you need an answer quickly.
The new platform is built to reduce those bottlenecks and improve service consistency.
What's improving
A more streamlined system helps our team locate your details, job status, and history faster—reducing internal chasing and improving turnaround.
Integrated chat support. Real-time assistance will be easier to access for straightforward questions, triage, and quick updates.
Personalised dashboards. A more tailored view of what matters: status, next steps, key notes—so communication is clearer and more consistent.
Enhanced reporting. Better insights help us spot patterns, reduce repeat issues, and continuously improve the service experience.
Improved data security. Stronger protections and access controls support safer handling of customer information and improved accountability.
A better user experience. A cleaner, more modern interface reduces errors, improves speed, and helps our team serve you more efficiently.
Our commitment
Even while we upgrade the tools behind the scenes, our priority remains the same: clear communication, reliable service, and strong outcomes for customers.
If you experience a delay during 25–30 January 2026, we appreciate your patience. This short transition period is the final step toward a noticeably faster, more responsive service experience.
Thank you for your understanding as we make this upgrade. It’s built to deliver better support for you—now and well into the future.
