About the partnership

Good Energy is a British energy company that started out back in 1999 as the first certified 100% renewable electricity supplier. In 2020, Good Energy licensed Kraken to take advantage of its significant scalability and flexibility. Built to handle large data volumes, Kraken supported Good Energy in enabling the roll out of smart products and services and centralizing everything needed to serve a customer in one place.

In 2024 Good Energy launched a Heat Pump tariff, EV tariff, and flexibility tariffs for storage - all enabled by Kraken. Now, Good Energy is focused on migrating their Commercial and Industrial customers to the Kraken platform.

As we evolve our offering for business customers, we identified that we wanted to offer the same flexibility, scalability and service as we do our domestic customers with the support of Kraken. Migrating our business customers onto Kraken will allow us to improve our service and further push our already industry-leading innovation in commercial clean energy supply.

Fran Woodward, COO, Good Energy

AI-powered Communications

As Kraken’s first external client, Good Energy has often been the first to test Kraken’s latest innovations. In April 2024, Good Energy became the first commercial triallist for Kraken’s proprietary AI, Magic Ink. Good Energy prides itself on personal, expert customer service but saw potential in Magic Ink to help accelerate time to respond to emails — particularly for repetitive queries through leveraging AI generated responses and summarization functionality.

From March to June 2024, Good Energy's use of Magic Ink has resulted in the following:

• Approximately 6.9 percent more emails sent 

• Those who’ve adapted best to the tool had a 14.3 percent uplift in responding to customers.

Overall, these metrics show an increase in  responses to customers and allowing more value to be added to conversations.

Feedback from Good Energy: 

• "[Our] responses are accurate and read nicely – don't come across as AI"

• "I've been really impressed with Magic Ink's ability to create personable responses to our customers .... a great tool to help with our customer service capacity"

• "I've really enjoyed getting to know how Magic Ink works, it's been super easy to get to grips with and it's very clever how it adapts to your personal tone so quickly."

Results:

• 40 percent of outbound emails generated by Magic Ink

• 6.9 percent more emails sent

• Those who’ve adapted best to the tool saw a 14.3 percent uplift in sending responses to customers

• Trustpilot ratings have increased from 4.2 (great) to 4.8 (excellent) since 2020. 

Providing timely, knowledgeable and straightforward support to our customers has always been important to Good Energy. Magic Ink is helping us realize the benefits of AI, delivering on these key outcomes for our customers, more efficiently.

Fran Woodward, COO, Good Energy

Working together to deliver cost savings

Due to a Royal Mail requirement, all postal communications needed a barcode, the print house Good Energy used informed them of an increased cost for adding this. These barcodes allow Royal Mail to sort through the mail using machines rather than humans. Good Energy asked Kraken to add the barcodes to the most commonly used communications - Kraken suggested adding barcodes to all sends - increasing the savings.

It has given us an approx 9% saving per letter sent...we're thrilled to make that saving each year going forward. Many thanks to all involved at Kraken.

Heidi, Change Manager, Good Energy

Continuing the partnership

As migrations for Commercial & Industrial continue Good Energy continue to work with Kraken and provide valuable ongoing insights.

I was really impressed again with how quickly and intuitively I could find fields on the Kraken UI - they were just where i'd expect to see them, which i'm very grateful for. Starting to see the impact of migrating more export accounts in!

Renewables Originator, Good Energy