Case Study: Portsmouth Water achieves smarter metering and self-service with Kraken

Making universal smart meters and self-service a reality

Portsmouth Water partnered with Kraken to implement its smart metering and customer service platform. The utility faced the challenge of rolling out universal smart meters to its 325,000 customers and needed a modern system to support this long-term demand management strategy and improve its digital customer service offerings.

The solution from Kraken provided a consolidated data platform and a new co-developed customer portal, which enabled self-service and streamlined operations. The results included the fastest migration in UK water history, a doubling of self-service adoption, and significant time savings, including 30% saved per customer service request and 50% saved on annual billing. Following the implementation, Portsmouth Water claimed the number one spot in the industry's Customer Measure of Experience.

Portsmouth Water

Bob Taylor

Chief Executive Officer