What's new
The latest updates, capabilities & features, fresh from the Kraken kitchen
With a software release every 10 minutes, it’s hard to keep tabs on what’s new.
So, we’ve put together a list of our top hits from the last few months.
November '25 roundup:
Amplify your impact
Effortlessly manage your C&I Accounts
Kraken Customer now supports Commercial & Industrial accounts. We can help you get a complete view of your most complex customers and speed up your Ops processes with a fraction of the effort you’re already putting in.
Launch new programs in minutes
Tailor Kraken to your needs without complicated code. Simple configuration options and powerful tools mean you can easily automate your business processes, create customer journeys and build new programs in just a few clicks.
Amplify your team with Agent Assist
Support your people and dazzle your customers with service tools powered by our Utility-Grade AI. Boost your service agents’ productivity by 30% (and watch your customer satisfaction scores soar).
Scale your flexibility programs
Unlock new vehicle-to-grid and smart thermostat opportunities, get a clearer picture of your customers’ energy use for specific devices at home, and help them choose a tariff that’s better value for money.
Effortlessly manage your C&I accounts
We’ve expanded Kraken Customer to cover Commercial & Industrial accounts as well as residential and business ones.
Kraken can handle complex products, pricing, billing and contracts all in one place, so you can empower your team with accurate records and reliable performance, even at high volumes.
Whether you’re managing 10 sites or 10,000, we’ll save your team time and give you an uninterrupted view of your C&I customer lifecycle.
Speed up your processes
Change tariffs in under a minute
Renew contracts in just 10 minutes
Update pricebooks in a single click
Improve your service
32% drop in inbound calls*
29% drop in call wait times*
*yes, really. Results from Good Energy, 2025
Free teams from admin
Managing C&I portfolios takes a fraction of the effort
Reduce client handling time by up to 75%
A “Massive time saver” according to one Kraken C&I client team
Launch new programs and journeys in minutes
With simple configuration options and powerful open tools, you can refine Kraken behind the scenes and build new processes, services and programs in a few clicks.
Build new Flows with drag-and-drop tools
Flows is a new automation tool to help you visualize any utility process, inspect how it’s performing and optimise it to your heart’s content – all with minimal technical resources.
(Flows is still an Early Access Program with an exciting roadmap ahead.)
Configure without the code
We are continuously making Kraken more autonomous, broadening the menu of capabilities that you can configure yourself without heavy coding. On average, Kraken clients have created or modified processes and programs 85% faster, saving weeks of developer time.
A few new self-configuration options:
Criteria to pause bills and maintain accurate billing
Build, test and launch a debt collection process (in a day)
Manage user consent
Create new account user roles
Boost customer engagement
Send the right message at the right time with real-time event triggers and configuration options for more targeted service comms.
Personalize outbound communications using event triggers, dynamic content, and audience segmentation
Orchestrate messages across channels: SMS, email, post, or push notification
Store templates in Kraken to build new comms quickly and consistently
Design, preview, and test messages for different customers and contexts
Take the reins of your loyalty program
Create customer loyalty programs without additional plug-ins, external software or hidden fees.
Our Loyalty Management system helps you:
Build your own rewards logic by configuring enrollment, points and redemption rules
View and adjust loyalty balances directly
Automate points management
Connect to any third-party reward partners using GraphQL APIs
Convert leads into customers with end-to-end visibility
Build your own sales funnels in minutes, automating assignment rules and tracking progress from first contact to final contract.
Capture and validate leads from forms, APIs, lists or spreadsheets
Configure each stage of your sales funnel
Automate lead assignment for fair distribution
Track leads end-to-end, from first opportunity to account creation and management
Amplify your team with Agent Assist
Meet Agent Assist: a collection of powerful tools designed especially to support customer-facing teams in utilities. Agents are empowered to resolve issues faster and with more empathy, boosting their productivity by up to 30% and customer satisfaction scores by 10%.
Prompted message generation for common requests saves repetitive work and delivers more consistent service
Our customer intent dashboard helps agents sort and spot trends in requests
Internal chat support offers agents immediate help and informal opportunities to learn
A full interaction history for each customer means any agent can solve any problem without passing people between teams.
Agent Assist is an add-on.
Scale your flexibility programs
Realising the potential of low-carbon tech at home is one of the key ways we can all speed up the energy transition. We’ve been busy innovating behind the scenes to help utilities delight their customers with new opportunities to save.
Impress EV drivers with V2G capabilities
Kraken now enables the UK’s first nationwide vehicle to grid (V2G) program.
Help customers charge their car when energy is cheapest, then export it back to the grid when electricity prices are high
Deliver savings of up to £620 compared to a standard variable tariff
Take advantage of Market-wide Half Hourly Settlement (MHHS)
Kraken enables energy retailers like E.ON Next and Octopus Energy to lead the way in one of the most significant changes to the UK electricity market in 30 years; Market-wide Half Hourly Settlement (MHHS). This industry-first reform project will play a key role in helping the UK reach a zero-carbon electricity grid by 2035, through a smarter, more flexible energy system.
MHHS leverages highly accurate, half-hourly meter data to deliver personalized tariffs, faster settlements and dynamic pricing. This makes monetizing flexibility at scale a reality (at last).
Bill customers for specific devices
Sub-metered billing for EVs (with heat pumps soon to follow) opens up a huge amount of opportunity for energy flexibility programs.
Identify the exact energy usage for a customer’s EV and bill them accordingly (rather than charging for wider energy use at a certain time of day)
Incentivise low carbon tech and improve commercial outcomes by making sure customers can take advantage of specialist tariffs
Add thermostats to your optimization portfolio
Directly integrate with smart thermostats to help residents and utilities avoid energy use during peak demand. Our pilot program is now live with Southern California Edison and Octopus Energy.
See our new features in action
Request a 30-minute product demo with one of our team.
