Portsmouth Water moves 325,000 customers onto Kraken in just ten months
Kraken completes migration ahead of schedule
Portsmouth Water secured the top position in Ofwat’s Customer Measure of Experience (C-MeX) ranking for 2023/24, while successfully migrating its customers onto Kraken
Partnership delivers the first ever customer-facing operating system specifically developed for water utilities sector
New system a crucial step towards saving tens of millions of litres of water every day
Portsmouth/London, 27th September 2024 - Portsmouth Water Limited (PWL) has successfully moved its 325,000 customer accounts onto Kraken, the world’s leading technology platform for utilities. Kraken has partnered with Portsmouth Water to deliver the advanced technology to serve water customers. The platform for water was built and migration completed ahead of schedule, in just ten months.
The rapid migration is an important digitalisation milestone for the UK water industry. Moving onto the Kraken platform paves the way to transforming customer service, as well as helping optimise the future smart water meter roll-out to Portsmouth Water customers.
Smart water meters will transform leak detection and help customers monitor their usage. PWL will use the technology within Kraken to help meet its commitment to saving 27 million litres of water a day by 2035.
The move to Kraken’s best-in-class customer platform builds on PWL’s excellent service record. During migration, the water supply company improved its Customer Measure of Experience (C-MeX) ranking from 2nd to 1st of all UK water companies for the year 2023/24.
Kraken’s advanced operating system for utilities has already transformed customer service in the energy industry, serving over 50 million accounts globally, including the majority of energy accounts in the UK. It is now set to revolutionise customer service in the water sector, with PWL customers the first to see the benefits.
Bob Taylor, Chief Executive Officer of Portsmouth Water, said: "As a community-oriented company, ensuring our customers have the very best experience whenever we communicate is of paramount importance.
“It is such an achievement to announce that all 325,573 of our customers are now benefiting from our partnership with Kraken and the use of this new platform.
“This collaboration has delivered outstanding improvements to customer service already and in time, Kraken will allow us to supercharge the smart water meter rollout, help our customers understand their consumption and identify leaks efficiently.
“And this is just the beginning. As well as advancing improved customer experience for our region, this technology partnership is set to transform customer service in other parts of the UK water industry.”
Matt Hamilton, Chief Customer Officer of Portsmouth Water, said: “This is a transformative step forwards for Portsmouth Water that will further enhance our customer experience. By embracing this new CRM technology, we’re not just enhancing our team efficiency; we’re crafting memorable interactions with our valued customers that will leave a lasting impression. Together with Kraken, Portsmouth Water is playing a key part in shaping the future of customer service in water; and it’s a bright future ahead”
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About Kraken
Kraken is the world’s only proven, end-to-end platform for utilities’ digitalization and transformation, trusted by global energy giants like EDF Energy, E.ON Next, Octopus Energy, Origin and Tokyo Gas.
Headquartered in London and New York, Kraken manages over 50 million accounts, over 40 GW of power – from off-shore wind to grid-scale batteries – and over 250,000 consumer devices such as electric cars and charging stations.
The platform’s advanced data, AI and machine learning capabilities automate much of the energy supply chain to allow outstanding service and efficiency. These advances have redefined the utilities sector, driving a 30-fold increase in new product innovations for partners, top consumer rankings and hundreds of millions of dollars in operational savings.
Kraken’s cloud-based architecture is uniquely adaptable and scalable, proven by an unparalleled track record in seamless, extremely fast on-time migrations and enabling its successful expansion into water and other verticals.