EDF completes migration of 5.8m customer accounts in 15 months
- EDF has successfully migrated 5.5m residential and 300k small business accounts in just over a year.
- The supplier’s Trustpilot score has already jumped to an “excellent” 4.4-star rating, rising from a “good” 4.2-star score, and continues to climb.
- Transformation sees employee experience ranked world-class, with EDF rated best energy company in Officevibe’s global Employee Experience Leader awards.
EDF, Britain’s biggest generator of zero carbon electricity, has successfully completed the migration of 5.8million customer accounts onto Kraken – the world’s fastest-growing technology platform for energy. The migration was completed in just 15 months.
The milestone reflects the energy supplier’s commitment to delivering outstanding customer service, improving employee experience, creating quality jobs and driving innovation of its ‘net zero’ home products and services.
The IT system change was coupled with a transformation in EDF’s employee culture, based on Kraken’s unique operating model, to drive better outcomes for customers. It has also created hundreds of new jobs across its three call-centre locations: Exeter, Hove, and Sunderland. Underpinned by cutting-edge technology, small and committed teams work with their assigned groups of customers to deliver a more individualised customer experience.
Since EDF’s first customer migrated across on 24 April 2023, its Trustpilot’s rating have climbed from “good” (4.2-star) to “excellent” (4.4-star). Last week, EDF received 943 5-star reviews, marking a 125% increase since January[1].
Feedback from Retail employees has positioned EDF as providing a world-class employee experience, ranking second in Officevibe’s global Employee Experience Leader awards for having the highest employee engagement scores.
In addition, the state-of-the-art Kraken system connects all parts of the energy supply chain, from renewable energy generation to customer service and billing, to deliver outstanding service and efficiency.
Utilising the platform’s capabilities, EDF has already launched three net zero home energy tariff. These include the innovative Heat Pump Tracker Tariff, the cheapest EV tariff for drivers with any EV or charger, EVolve Sep25, and a market-first solar tariff, Empower Exclusive, with more innovation to come through the Kraken platform.
Richard Hughes, Director of Retail at EDF, commented: “Our teams have worked incredibly hard to make this significant transition as smooth as possible for our customers, keeping disruption to a minimum. With the migration complete, we’re now fully equipped to give our customers the best service we’ve ever offered alongside the best deals for saving cash and carbon.
“The early upticks in Trustpilot scores and employee feedback during the migration are clear evidence the complex migration programme has been worthwhile, and we look forward to working with Kraken to build on this great start.”
Amir Orad, CEO of Kraken, said: “The rapid and successful migration of EDF onto the Kraken platform demonstrates our commitment to delivering best-in-class customer service.
“EDF are a fantastic partner – we’re thrilled to be driving the energy revolution forward and transforming the way customers experience energy at the same time.”
Built by the utility industry, for the utility industry, Kraken has been contracted to manage more than 54 million accounts globally through deals with energy companies, as well as water and broadband utilities.
With the programme now complete, EDF will next migrate 90,000 meters to Kraken following its recent acquisition of small business customers from Opus Energy.
[1] EDF received 418 5-star Trustpilot reviews on w/c 8th January 2024.
About EDF
EDF is driving the transition towards An Electric Britain – a secure, affordable, low-carbon future for everyone. As Britain’s biggest generator of zero carbon electricity, we are investing more than £100 million weekly in Britain’s electricity infrastructure. We supply millions of customers with electricity and help homes and businesses switch to electricity for heating, transport and industrial processes.
We operate five nuclear power stations and more than 35 onshore wind farms and three offshore wind farms. Since 2009, EDF has invested almost £9 billion in the nuclear fleet to improve reliability and extend station lifetimes. The five generating stations currently supply about 12% of the UK’s electricity demand.
EDF is building the UK's nuclear renaissance with the construction of a new nuclear power station at Hinkley Point C. We are a minority investor (12.5%) in and major supplier to a replica plant at Sizewell C in Suffolk. Hinkley Point C and Sizewell C will provide low carbon electricity to meet 14% of UK demand and power around 12 million homes. EDF Group companies Framatome and Arabelle Solutions have a presence in the UK and manufacture critical equipment such as reactor pressure vessels and turbines.
EDF is enabling its 5 million customers, both in business and at home, to choose electric solutions that save cash and carbon, whether it is buying an electric car, generating and storing electricity, selling energy back to the grid or installing solar panels or a heat pump. In 2025, EDF’s Customers business was ranked as one of the Sunday Times’s Best Place to Work.
It is also one of the UK’s leading developers of renewable energy through EDF power solutions UK and Ireland. We have more than 2GW of renewable generation in operation and over 10GW in construction, planning and development across a range of technologies including onshore and offshore wind, solar and battery storage.
We are one of the largest suppliers to British business and a leading supplier of innovative energy solutions that are helping businesses become more energy independent. In addition, the company’s energy services business, Dalkia, one of the UK and Ireland’s largest technical service providers.
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 85,000 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 decentralised, decarbonised energy system. Kraken is contracted to manage more than 42 gigawatts in utility scale assets. These span a wide range of technologies, from off-shore wind to grid-scale batteries. Kraken is also a global leader in the rapidly growing field of domestic flexibility. The platform already handles 162,000 domestic devices, totalling over 1.1GW of power.
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 Energy. https://kraken.tech/
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