Dedicated small business energy specialists who ‘get it’

At EDF we have a dedicated team of energy specialists for our small business customers, they just ‘get it’. Having separate small business energy specialists allows us to fully focus on the queries of our small business customers. Just as you’re an expert in your business, our energy specialists work and talk with small businesses every day to make sure their energy accounts run smoothly, and any worries are handled professionally.

As much as we love to talk to our customers, it’s always quicker for you to submit meter reads, make payments and update your details in MyAccount. You can also find most of your answers on our FAQs page.

Want to know who you’re talking to when you call or email and what’s in place to give you, our small business customers, the best possible service? Read on. 

What is Kraken and how does it improve your experience?

Kraken is a billing system designed specifically for the energy industry that transformed the way our energy specialists work. It provides all the required information under one system and allows better visibility to customer account to help with queries.

What does this mean for our small business customers?

The speed at which our energy specialists can answer and resolve queries has improved, and with the Kraken team constantly rolling out new features, this will only get better.

Having asked some of our energy specialists what they think of Kraken:

• ‘Kraken is very focused on doing everything for the customers'
• 'Kraken saves me so much time, meaning I can help more customers'
• ‘Kraken is incredibly user friendly, for energy specialists and customers alike'

Each of our energy specialists are given the opportunity to train and upskill in certain categories such as billing or smart metering. This allows them to have experts in each team to help support you even more.

Most teams have an overall specialty such as debt support or customers who buy through a broker. This means when you call, you’re more likely to be routed to a team which is in a better position to deal with your call.

Our dedicated energy specialists 

Having a dedicated team for our small business customers allows our energy specialists to spend more time talking to small businesses to understand your issues in more depth. There is also every chance that you could get through to the same person you did last time, if not, maybe the person sat next to them.

Rated ‘excellent’ on Trustpilot – we’re proud of our service 

It’s no surprise that we are rated excellent on Trustpilot, we don’t try and hide it. What’s the reasoning behind it? Our energy specialists. They go above and beyond with every interaction, ensuring the best results for you. What are some common themes that we have seen so far in our Trustpilot reviews for 2025?

Helpful

• “The guy who talked to me was friendly & extremely helpful & made me feel at ease after feeling rather anxious regarding the situation.” EDF Small Business Customer 

Friendly

• “Great communication and a very friendly approach” EDF Small Business Customer

Knowledgeable 

• “Very helpful and able to answer all of my questions, couldn’t be more helpful, thank you” EDF Small Business Customer 

Thank you to our customers who take the time to leave this feedback, it really makes our day. 

Optimise your time

We understand that small business owners don’t always have a lot of time as it is all hands-on deck throughout the day. Time is money as they say, so we believe that telling you our busiest times could help save you time if you need to call. Our peak times are between 10AM to 4PM during these busier times our energy specialists are still providing the best service they can. But we recommend calling Tuesday to Thursday between 8AM and 10AM to get through quicker.  

What’s another time crunch for our energy specialists? Data protection. Security is of the highest priority and we need to make sure we’re talking to the right person. Data protection contributes towards 23% of total call time with customers failing to provide answers. To save time for you and our energy specialists, these are the questions you will be asked, so make sure you have this information to hand before you call:

• Your name
• Your businesses name
• The full supply address of the business property

We would then need to verify one of the following:

• Your last bill amount
• Your tariff end date
• Your current account balance
• The amount of your last payment

Please be patient whilst we verify your account, we’re just making sure your account is secure. 

Don’t forget you can do the majority of requests on MyAccount, meet Sophie who’ll tell you more: