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EDF

Improving the customer and employee experience with Kraken

Industry: Energy
Location: 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 happiness 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

We are very proud to have increased during the migration in terms of Trustpilot and also it’s how the teams feel with the new systems. The vibes at the office are fantastic and people feel extremely proud of the work that they are doing, which is probably the main reason why we chose to move towards Kraken.

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.

“Our teams have worked incredibly hard to make this significant transition as smooth as possible for our customers, keeping disruption to a minimum. With the migration complete, we’re now fully equipped to give our customers the best service we’ve ever offered alongside the best deals for saving cash and carbon.”

Richard Hughes, Director of Retail, EDF UK

Our clients include edf, Tokyo Gas, octopus energy, plentitude, origin, st john energy, good energy, eon, Maingau , Frost & Sullivan, Guidehouse, Accenture, Reuters, Tesla, BMW, Mini, Solaredge, My energy, Indra, Enphase