Our world leading customer management platform now supports Commercial and Industrial (C&I) accounts
Building on our success in helping utilities provide an excellent service to retail customers, we’ve now expanded our capabilities to help them achieve the same for business customers. Good Energy, the first utility to fully migrate their C&I accounts to Kraken are already seeing impressive results.
Serving business customers can be challenging, largely because their accounts are more complex. They might include thousands of different stores or outlets, meaning thousands of meter points, each on a wide range of tariffs or rates, depending on their location. For a single account, you could be managing numerous contracts, along with billing for thousands of locations, that each require their own data entry and processing.
Traditionally, technology has struggled to meet these needs — it's simply not built to handle this level of complexity. Utilities are forced to work harder to serve their business customers, often relying on complicated integrations, large spreadsheets, and tedious manual processes and workarounds.
The complexity, along with outdated technology, means bringing new customers on board is almost completely manual — juggling different systems that don’t talk to each other.
That all contributes to an increased cost to serve, slowing innovation, and limiting the ability for utilities to offer a great customer experience. Thankfully, this doesn’t have to be the case.
Taking the complexity out of serving C&I accounts
Working with our utility partners to understand their needs, we’ve now expanded our industry leading customer management platform to support C&I accounts. With Kraken you can now manage all the complex needs of your business customers through one intuitive platform.
From sales and pricing to billing, everything is in one place, giving you a comprehensive view of a customer's account. You can run large multi-site portfolios and build and manage contracts from a single dashboard. When a customer calls for support, all the information you need is just a few clicks away.
You can also trust that everything you see is correct. All your data is in one place. It’s not spread across multiple systems or buried in rows on a spreadsheet. So as well as making your customer’s information much easier to access, you can be confident it’s accurate.
There's a lot of trust in the data that Kraken holds. We've got a really user friendly way of being able to turn that into some really simple visual reports to help me understand performance. And I trust what I see. I don't need to dig into it.
Toby, Good Energy
Supporting energy needs and power purchase agreements (PPAs)
Given the rapidly changing industry, it's becoming more important than ever to be flexible in how you support your customers' energy needs.
We've made it easy to configure bespoke pricing and automate billing without writing a single line of code. What takes weeks to build in legacy systems takes just minutes in Kraken. In the same platform, we also support the management of complex power purchasing agreements (PPAs) so you can support your customers' energy needs with confidence.
32% drop in inbound business-customer calls
29% reduction in wait time
Months to days to resolve complex emails
95%+ billing performance maintained during migration
75% reduction in handling time for portfolio additions or removals
Everybody benefits
As we've seen with global utilities that have adopted Kraken to serve their retail customers, having all the information you need in one place, with the ability to easily build new products and tariffs, makes it possible to improve customer experience, reduce operational costs, increase innovation, and create happier employees. With Kraken, these benefits are now also available when serving business customers.