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Ergon Energy: Delivering a customer-first operating model at scale
Industry: Energy
Location: Australia
The challenge
Ergon’s monolithic legacy systems were creaking under the weight of modern customer expectations: rigid billing, siloed teams and no way to create new tariffs. Without an agile platform, they couldn’t pivot to time-of-use pricing or deliver the kind of seamless, end-to-end service that today’s energy consumers demand.
Kraken's approach
Unified platform roll-out
We replaced 36 disparate systems with a single, cloud-native Kraken operating system. Over 750,000 accounts were migrated under 12 months, ahead of target.
Customer-centric operating model
We empowered frontline teams with end-to-end workflows. No hand-offs. No “please hold.”
Tariff innovation
Ergon designed and launched two new solar-friendly, time-of-use tariffs for community housing and small businesses, giving customers lower daytime rates and greater choice.
Results in under 12 months
Significant boosts in:
Customer Happiness Index
Employee satisfaction
Agent productivity
Email response times
750,000+ accounts migrated
The Kraken implementation has been a huge success story for our business. It has demonstrated to me that when you have the right culture, the right technology and the strong partnerships like we did with Kraken, you can deliver remarkable outcomes for the business, for your people and for your customers.
Ayesha Razzaq, Executive General Manager, Ergon Energy Retail
The goal was to migrate everything within one year, and we achieved that within ten months.
Damien Lynch, General Manager Customer & Business Enablement, Ergon Energy Retail
Find out more
Blog post
Read more about how customer relationships will shift amid the energy transition.
Technology for the modern customer utility
See everything Kraken has to offer a leading utility needs, all in one place.
Speak to the team
Get in touch to find out more about how Kraken can help your utility.
Our clients include edf, Tokyo Gas, octopus energy, plentitude, origin, st john energy, good energy, eon, Maingau , National Grid , ANWB, Meridian, Portsmouth water, Severn Trent, Leep, Cuckoo, Talk Talk
