McKercher Corporation is undergoing a significant upgrade in how we manage customer inquiries, projects, and support. Over the Australia Day period, we will be transitioning from our existing Customer Management System to a new, enhanced platform designed to improve service speed, visibility, and consistency.
This update is relevant to two key audiences: our customers, who depend on us for timely support and clear communication, and our internal team, who will navigate this change while continuing to deliver excellent service. Our goal is simple: to set clear expectations for the short term and outline the tangible improvements you can expect once the new platform is live.
Migration timeline
The migration window is scheduled across the Australia Day period, from Saturday 24 January to Monday 26 January 2026. (Australia Day is observed on Monday, 26 January 2026; our migration window spans the public holiday period to reduce disruption to normal business operations.)
Following the technical migration, staff inductions and familiarisation will continue through to Friday, 30 January 2026. During this phase, we will actively bed down workflows, confirm data integrity, and ensure every team member is confident in using the new tools.
What to expect during the transition
We are planning carefully to minimise disruption, but some interruptions may occur during two distinct periods:
1. Technical migration period: 24–26 January 2026. During the cutover, some services may be intermittently unavailable or slower than usual. This can include delays in our ability to:
-
Retrieve account history quickly (quotes, job notes, previous correspondence)
-
Respond to enquiries at our usual turnaround time
-
Provide real-time updates while data is being synchronised
2. Staff familiarisation period: 27–31 January 2026. As our team completes inductions and transitions day-to-day work into the new platform, you may notice:
-
Slightly longer response times for non-urgent enquiries
-
Extra verification questions (to confirm details while we refine new dashboards and workflows)
-
Minor process changes in how we log, track, and close requests
We recognise that even small delays can be inconvenient. We are being transparent because clear expectations protect customer trust and support our team to deliver consistent outcomes during change.
Why we are doing this
This migration is a strategic investment in customer service excellence, predominantly for PSW brands (PSW Energy and Perth Solar Warehouse). Our existing systems have served us well, but they have limitations: fragmented information, manual handovers, and reduced visibility across teams can slow responses and make it harder to deliver the level of service consistency we want to be known for.
The new platform is designed to remove those bottlenecks and improve the customer experience in practical, measurable ways.
What improves for customers and staff
Faster response times for customer enquiries. By consolidating customer information into a single platform and improving internal routing, our team will be able to locate job details, history, and next steps more quickly. This reduces time spent searching across systems and increases time spent solving the actual issue.
Integrated chat support for real-time assistance. Where appropriate, customers will be able to use integrated chat to get faster answers to simple questions, receive updates, or get triaged. For staff, this creates a clearer context, better continuity, and fewer missed handovers.
Personalised dashboards tailored to individual customer needs (G2). Customers and internal teams will benefit from dashboards that present the most relevant information upfront—job progress, key milestones, required actions, and service notes—reducing back-and-forth and improving clarity.
Enhanced reporting capabilities for better insights. Better reporting improves decision-making. It will help us identify response-time trends, recurring issues, workload peaks, and service improvements with far greater accuracy. Internally, that means we can proactively fix problems rather than react to them.
Better data security to protect customer information. The new platform includes strengthened security measures and more robust access controls. This supports safer handling of customer data and clearer accountability across the organisation, aligning with the business’s Cybersecurity and Personal Data Management Policy.
Improved user interface for easier navigation and usability. For staff, usability matters: a cleaner interface reduces errors, improves speed, and supports consistent customer outcomes. For customers, it helps make interactions smoother and more intuitive.
Managing risk and maintaining service standards
We are approaching the migration with a “service-first” mindset. This involves carefully validating data in stages, conducting internal checks to ensure the integrity of customer records, and implementing structured inductions to promote consistent usage across teams.
If anything seems off during the transition—such as missing details, delayed updates, or issues with how requests are being handled—we want to be informed right away. This will allow us to address the problem promptly and enhance the process immediately.
Guidance during 24–31 January 2026
For customers:
-
If your matter is urgent, please contact us using your usual direct channel, and clearly mark the request as urgent so it can be prioritised.
-
If your request is non-urgent, you may experience a slightly longer turnaround during the transition window. We appreciate your patience and will respond as promptly as possible.
-
If you are expecting a specific update (quote, scheduling confirmation, documentation), please allow extra time across 24–31 January 2026.
For staff:
-
Follow the new workflow guidance during the induction period, even if it feels slower initially—consistency early is what drives speed and reliability later.
-
Escalate issues as soon as they are identified. Early reporting improves outcomes for customers and reduces repeat problems.
-
Keep customer communication clear and proactive. If a delay is likely, set expectations early and confirm next steps.
Our commitment
McKercher Corporation is committed to delivering reliable, professional customer service—especially when we are upgrading the very systems that support it. This migration is not a change for its own sake; it is a deliberate step to make service faster, more transparent, and more dependable.
Thank you for your patience across 24–31 January 2026. We will share updates as the migration progresses and will continue focusing on what matters most: clear communication, secure handling of information, and excellent customer outcomes.
