Case Study: EDF improves customer service and employee engagement with Kraken

Improving the customer and employee experience with Kraken

EDF, a British integrated energy company, sought to improve its cost to serve and level of customer service while adapting to rapid changes in the energy industry. To meet this challenge, EDF partnered with the Kraken technology platform to upgrade its core customer and employee experiences.

By implementing Kraken's unique operating model, EDF successfully migrated 5.8 million customers in just 15 months. The results were significant: the company's Trustpilot score increased from 4.2 to 4.7, employee satisfaction rose, and EDF was able to launch three times more innovative new products during the migration. Kraken enabled EDF to deliver better customer experiences and operate more efficiently.

EDF

Camilla McCorkell

Director