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We're on a mission to transform our Retail business!

By EDF | Posted September 13, 2023

Investing in innovative technology is a great step forward for the UK energy industry. With the recent surge in wholesale gas prices, investing in low-carbon electricity and technology has become even more important to reduce our dependence on fossil fuels.

The world is evolving, and we want to help our customers keep up. Whether they're switching to an electric car, installing a heat pump, or taking their first steps towards updating their old energy system and installing a smart meter, we're here to assist.

It highlights the significance of dependable, long-term suppliers who can assist their customers in achieving Net Zero. Here at EDF, we're dedicated to supporting UK businesses and households in transitioning to a Net Zero future.

To help us achieve this, we need to upgrade our customer service platforms. This will allow us to offer our customers more efficient and integrated services and enhance and develop our low-carbon products and services. You might have heard about our partnership with Kraken Technologies to create a cutting-edge platform that caters to our residential and small business customers and their account requirements.

This platform is already used by several other energy suppliers in the UK and worldwide. After a thorough evaluation, we've chosen Kraken as the best platform for the job. Other UK energy companies like E.ON, Octopus Energy, and Good Energy already trust it. Kraken allows us to help our customers transition more quickly and efficiently into the future and provide them with the necessary tools to manage their energy more effectively.

Philippe Commaret, Managing Director for Customers at EDF, said, 
"We're determined to operate a strong, sustainable, and diverse retail business that can provide a great experience for our employees and customers. While our existing systems continue to serve us well, Kraken's dynamic platform will grow with us, adapting quickly to the rapid changes happening in the energy industry as we speed up action to combat climate change. This investment will allow us to offer our outstanding services even more efficiently to even more customers, and our promise is that we're here for the long haul, helping Britain achieve Net Zero."

What is Kraken?

Kraken is an energy technology platform that uses advanced data and machine learning capabilities and is built around the customer. Kraken helps energy suppliers deliver simpler processes and straightforward interactions.

Greg Jackson, CEO and founder of Octopus Energy Group said the company created Kraken to make it easier for energy companies to offer green energy and better customer service. He understands how migrating our customers to Kraken will impact our business. He stated;

“EDF’s customers have always been a priority to them, and now the brilliant customer experience they enjoyed can be built upon with efficient and innovative energy technology and an expanded offering that really drives the renewable energy revolution,”

So how's it going?

On 24 April, we successfully migrated our first customers onto our new Kraken platform! We expect it will take us 18 months to migrate all our residential and SME customers over to our new system - however, we want to ensure that as we do this, customers aren't impacted by this change.

Our customer migration process is being done in groups based on their meter and/or payment types. Once you get chosen for migration, we'll send an email or letter to notify you. The best part is that you don't need to take any action, as we'll transfer all your energy account information.

To date, we've successfully migrated 1 million residential customers so far, and they're already seeing the benefit of this change. We've built up squads of Energy Specialists, training them in the new system so they can continue to give customers excellent service. Our teams using the new system find it quicker and easier to help customers resolve their queries, which is incredibly important.

We have been proactively monitoring customer feedback and promptly addressing any issues.