Octopus Energy completes migration of Shell customers in record time
All 1.3 million Shell customers now migrated onto Octopus’ systems
Migration completed in 2 months, beating Octopus’ previous industry record by 4 months
Electric blankets offered to 6,000 of Shell's most vulnerable customers to help lower energy bills while staying cozy
London, March 28, 2024 — Octopus Energy, the UK’s largest electricity supplier, has successfully completed the migration of Shell Energy’s 1.3 million customers onto its systems — all while maintaining excellent customer service levels.
With this migration, Octopus’ has established a new industry standard, beating its previous record by four months, which was set when the company took over Bulb’s 1.5 million customers.
The first Shell customer was transferred over to Octopus’ systems just before Christmas to test the process, with the actual migration starting on January 30, 2024.
The rapid move was made possible by Octopus’ technology platform, Kraken, which is the most adept software system in the industry at large-scale customer migrations.
Kraken is contracted to serve 54 million energy accounts globally and manages around half of all energy accounts in the UK through license deals with Octopus, E.ON Next and EDF.
Octopus has also offered over 6,000 of Shell’s most vulnerable customers free, energy-efficient electric blankets to help them stay cozy and reduce their bills. Analysis shows that Octopus customers who have used electric blankets have saved around 20% on their winter bills. This meant an average winter saving of £150.*
It follows hot on the heels of "Which?" recent customer service survey, which saw Octopus perform best for quick and effective customer service, scoring 25 points above the industry average.**
Greg Jackson, Founder of Octopus Energy Group, commented: "We are thrilled to have completed the transfer of all Shell Energy customers to Octopus Energy, achieving this milestone in record time. Thanks to the effectiveness of Kraken and Octopus’ promise of brilliant customer service, we have seamlessly transitioned customers to our platform while ensuring a smooth and hassle-free experience."
First announced in September 2023, the purchase of Shell Energy Retail’s 1.3 million customers was completed in December 2023. All 500 customer-facing employees at Shell Energy Retail were offered new roles at Octopus Energy, with the majority based at Octopus’ new Coventry office.
-ENDS-
Notes to Editors:
*Analysis of smart meter data from 4,190 customers who signed up to the electric blankets scheme carried out by Octopus Energy. Research carried out April 20, 2022 to May 11, 2022.
**Which? customer service rating of energy suppliers, 22nd March 2024 (source)
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About Kraken Technologies
Kraken Technologies offers a best-in-class end-to-end platform for energy supply and is operating in the UK, Japan, US, New Zealand, Australia, and most of mainland Europe. Kraken’s proprietary platform is contracted to serve 54 million customer accounts across the globe through licensees. Its first client was Octopus Energy, where Kraken manages 7.7 million retail customers globally and over 60,000 business customers (the largest of which is Arsenal FC).
Based on advanced data and machine learning capabilities, Kraken automates much of the energy supply chain to allow outstanding service and efficiency as the world transitions to a decentralized, decarbonized energy system. Kraken’s flexibility arm is currently contracted to manage over 38 GW across 130,000 green energy assets in 12 countries.
Kraken Technologies is part of Octopus Energy Group and was developed to enable select third parties to take advantage of the technologies developed by Octopus Energy. It has already been licensed by major global players including Origin Energy, E.ON and EDF.