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Origin
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.
Results
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.
