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Good Energy
transforming their C&I account management
Good Energy is a British renewable utility on a mission to power a cleaner, greener future.
They were the UK’s first certified 100% renewable electricity supplier.
Industry: Energy
Location: UK
Good Energy was the first utility to move all of its business customers to our unified customer management platform. After a successful migration, they’re already seeing significant benefits from making the switch.
95%+
billing performance maintained during migration
32%
drop in inbound business-customer calls
Months to days
time saved to solve the most difficult queries
We've completely revolutionized how we work within customer operations. Kraken is right at the center of that.
Toby, Head of Customer Operations
Building on a successful partnership
In 2020, Good Energy licensed Kraken to support their retail business, a partnership that helped them embrace the power of AI to speed up responses to customers, launch innovative new products, and ultimately achieve an excellent customer service scores on Trustpilot.
They wanted to offer the same great service to their business customers, and overcome the challenges they were having serving complex business accounts: poor account visibility, bundled tariffs, complex contract requirements, and a previous solution that required hard-coded changes, which added to service delays.
We've been working with the Kraken software around the Kraken team for the last five years with our retail customers. So we had built up a lot of confidence in the capability, both of the software and of the Kraken team
Fran, Chief Operating Officer
Happier business teams, happier business customers
Kraken has automated a wide range of complex processes for Good Energy’s C&I customer teams. It provides powerful self-serve tools, simplifies tricky contracts and pricing arrangements —including power purchase agreements (PPAs)- while maintaining accurate billing. Good Energy’s agents and account managers get a full, comprehensive view across all accounts. The platform is highly configurable — tariff (rate) changes, for example, now take minutes, not weeks.
Good Energy has also able to unlock more efficient ways of working, breaking down silos, giving teams the ability to quickly complete tasks that would have once taken several specialist teams weeks. Bringing all customers into one unified system has allowed their business and residential teams to work across both account types, helping staff build new skills and opening up more growth opportunities. This, in turn, has reduced operating costs, while enabling a better customer experience than ever before.
Everything is where you logically expect it to be… I’ve been able to complete tasks without requiring guidance notes.
32% drop
in inbound business-customer calls
Months to days
to resolve complex emails
75% reduction
in handling time for portfolio additions and removals
29% reduction
in wait time
Migrating with ease
Good Energy have been able to maintain, and even improve their service throughout the transformation, maintaining a 95%+ billing performance during migration.
We are very happy with the successful implementation. Along with tracking the migration itself in terms of quantity of accounts migrated, continuity of billing is equally important, and billing percentages haven't suffered. This is testament to the collective efforts from both the Good Energy and Kraken teams involved
Nigel Pocklington, CEO, Good Energy
Find out more
Blog post
Read more about how we're overcoming many of the issues utilities face when support C&I accounts.
Product page
See everything Kraken has to offer to help utilities offer a great service to their business customers
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
