Case Study: Ergon Energy delivers customer-first operations and flexible tariffs with Kraken

Delivering a customer-first operating model at scale

Ergon Energy, an electricity retailer in Queensland, Australia, faced challenges with outdated legacy systems that were inflexible and unable to meet modern customer demands. Their rigid billing, siloed teams, and inability to create new tariffs prevented them from offering services like time-of-use pricing. To modernize their operations, they partnered with vendor Kraken to implement its technology platform.

Kraken replaced 36 disparate systems with its unified, cloud-native operating system, migrating over 750,000 customer accounts in under a year. The solution empowered Ergon's teams with streamlined workflows and enabled the design of new, solar-friendly tariffs. As a result, Kraken helped Ergon achieve significant improvements in their Customer Happiness Index, employee satisfaction, agent productivity, and email response times within twelve months.

Ergon Energy

Ayesha Razzaq

Executive General Manager