Revolutionizing Energy Customer Service: National Grid & Kraken's Game-Changing Partnership

National Grid has teamed up with Kraken, a global tech provider, to revolutionize customer service and billing systems for 6.5 million energy customers in Massachusetts and New York. This partnership marks a significant milestone as the first large U.S. integrated utility to adopt the Kraken platform.

A Leap Towards Modernization

The cloud-based Kraken system is set to transform how National Grid interacts with its customers, offering:

• Streamlined operations
• Improved issue resolution
• Innovative pricing plans

Customers can look forward to faster support, tailored energy solutions, and easier access to services.

Global Recognition

Kraken's platform is already trusted by major utilities worldwide, including Octopus Energy, E.ON Next, EDF Energy, and Origin Energy in Australia. With the capability to process over eight billion data points daily, Kraken provides unparalleled insights into energy usage and customer behavior.

Customer-First Approach

"Leveraging Kraken’s industry-leading expertise will support our mission to provide exceptional service to our millions of customers across the Northeast," said Bill Malee, Chief Customer Officer at National Grid. The platform will replace outdated systems, enhancing the customer experience and reinforcing National Grid's commitment to a customer-first approach.

Digital Transformation

This partnership is a key step in National Grid's broader strategy to digitally transform its operations and introduce more dynamic, AI-powered energy services. With advanced smart meter integration, the platform will also enable the creation of new energy products and improve employee satisfaction by equipping agents with better tools and information.

Future Prospects

The rollout is expected to bring lasting improvements to customer engagement, efficiency, and innovation in the Northeast U.S. energy market.