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EDF
Upgrading core experiences for customers and employees
EDF is an integrated energy company that supplies gas and electricity to millions of homes and businesses in the UK.
Partnership Highlights
5.8 million customers migrated in 15 months
3x more innovative new products launched during migration
Trustpilot score increased from 4.2 to 4.7
Employee satisfaction increased
To have done all of this, in the time that we’ve done it and got happier people and happier customers. It’s amazing.
Camilla McCorkell, Director of EDF Business Solutions
About the partnership
EDF is a British integrated energy company that generates the most zero-carbon electricity in the UK, supplying gas and electricity to millions of residences and businesses. EDF partnered with Kraken to improve their cost to serve and their level of customer service.
EDF partnered with Kraken to adapt quickly to the rapid changes happening in the energy industry, and to allow them to offer outstanding services more efficiently to more customers.
Success during migration
Philippe Commaret, Managing Director of Energy Customers EDF
EDF successfully migrated all 5.5m residential and 300k small business owners in just over one year to Kraken. Since switching platforms, EDF’s Trustpilot score has already jumped to an “excellent” 4.7-star rating, rising from a “good” 4.2-star score.
Migration wasn’t a barrier to innovation either! EDF launched three net zero home energy tariffs, including the Heat Pump Tracker Tariff, an EV tariff for drivers with any EV or charger EVolveSep25, and the market-first solar tariff, Empower Exclusive.
Improving employee culture
EDF increased their employee engagement scores during migration. In switching to Kraken's unique operating model, where dedicated teams work with their assigned groups of customers, they transformed their employee culture, which has resulted in the delivery of better customer experiences.
Richard Hughes, Director of Retail, EDF UK