Case Study: Good Energy transforms C&I account management with Kraken

How Good Energy are already seeing the benefits of migrating to Kraken for their C&I customer management

Good Energy, a UK-based supplier of 100% renewable electricity, faced challenges in managing its complex commercial and industrial (C&I) customer accounts. These challenges included poor account visibility, bundled tariffs, and a previous system that required slow, hard-coded changes, leading to service delays. To overcome these issues, they turned to the vendor Kraken and its unified customer management platform.

By implementing Kraken's highly configurable platform, Good Energy automated complex processes and provided its teams with powerful self-serve tools. The solution from Kraken resulted in a 32% drop in inbound customer calls and a 29% reduction in customer wait times. The company also maintained over 95% billing performance during the migration and significantly reduced the time needed to solve difficult queries and handle portfolio changes.

Good Energy

Toby

Head of Customer Operations