Case Study: Kraken achieves scalable customer communications with SendGrid

How Octopus Energy uses Twilio to unleash Kraken at scale

Kraken, the energy-tech operating system behind Octopus Energy, needed a scalable way to handle surges in customer communications and utility workflows as it grew toward millions of users. Legacy phone systems couldn’t reliably support high call volumes, meter-reading spikes, or timely customer updates, so Kraken turned to SendGrid and other Twilio services to power communications across email, SMS, and voice.

SendGrid helped Kraken deliver billing, marketing, alerts, and notifications through a consistent email platform that could scale with demand, while the broader Twilio solution supported secure payments and automated routing for agents. The results were significant: Kraken now sends about 1 million emails and 100,000 SMS messages per day, can handle peaks of over 5 million emails, and supports 54 million contracted accounts across 17 countries with stable, reliable service.

Kraken

Hayden Field

Senior Software Engineer