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Saving $170 million in cost to serve

Origin is one of the leading providers of energy to residential and commercial customers in Australia. They supply their customers with electricity, LPG, natural gas, and solar.

4.217 million customers across Australia

About the partnership

Origin has partnered with Kraken to improve their customer experiences and support their diversification efforts as they transition to cleaner energy.

Origin was impressed with Kraken’s unique operating model, consisting of small autonomous teams that enable exceptional customer service. They also needed a technology partner that would support faster product development, including flexible asset management of residential rooftop solar, batteries, and EV charging.

Kraken offered Origin the ability to unlock new revenue streams through rapid and seamless integration of new products and services that could be scaled. They were especially interested in the platform’s demand-side management capabilities — to accelerate electric vehicles (EV), virtual power plant (VPP), and product innovation and propositions as soon as they are ready.


Over 3 years, Kraken and Origin delivered outstanding business impact and benefits at speed and at scale.

Customer service excellence

Since adopting Kraken, Origin is currently rated 4.7 stars on TrustPilot and has a customer happiness index of 76%.

Cost-to-serve savings

By adopting Kraken, Origin has crafted an agile operations team with improved digital experiences. Origin has saved $170 million in cost-to-serve, and is targeting a total of $200-250 million total by 2024 from FY 2018 baseline.

Employee Satisfaction

Weekly team engagement is consistently above 8.5/10.

New Products

Kraken supported solar net metering for 125,000 customers over the past 18 months and has kept pace with all regulatory change.

Kraken is an all-in-one, smart operating system automating much of the energy supply chain to allow outstanding service and efficiency as the world transitions to a decentralized, decarbonized energy system.

Kraken Technologies Limited is a company registered in England and Wales. Registered number: 12014731.
Registered office: UK House, 5th floor, 164-182 Oxford Street, London, W1D 1NN.

Octopus Energy Group is a global energy tech pioneer, launched in 2016 to use technology to unlock a customer focused and affordable green energy revolution.