Revolutionizing Energy Customer Service: National Grid Partners with Kraken for 6 Million Customers

National Grid and Kraken Join Forces to Transform Customer Service

Residential, commercial, and industrial energy customers across Massachusetts and New York are set to experience a revolutionary shift in customer engagement and billing, thanks to Kraken’s cutting-edge platform.

Why This Partnership Matters

• Kraken’s cloud-based solution will enhance customer experience, operational efficiency, and enable the delivery of dynamic energy products and services.
• National Grid becomes the first U.S. integrated utility to implement Kraken, which already serves over 70 million customer accounts globally.

The Impact on Customers and Employees

The platform will:

• Unlock best-in-class customer service and increase operational efficiency for 6.5 million customers.
• Provide customer agents with advanced tools to resolve issues faster and improve satisfaction.
• Leverage smart meter technology to offer innovative energy solutions and pricing plans.

A Glimpse into the Future

Kraken’s platform processes over eight billion data points daily, offering deep insights into customer behaviors and energy usage. This empowers employees to anticipate and address evolving customer needs.

Amir Orad, CEO of Kraken, shared: “We’re excited to kick off a new chapter with National Grid as they take a major step toward transforming the energy landscape.”

Bill Malee, Chief Customer Officer at National Grid, added: “Leveraging Kraken’s expertise will enhance the customer experience and reinforce our commitment to a customer-first approach.”

About Kraken and National Grid

• Kraken is the world’s only proven, end-to-end operating system for utilities, trusted by giants like EDF Energy, E.ON Next, and Octopus Energy.
• National Grid serves over 20 million people in New York and Massachusetts, focusing on building a smarter, stronger, cleaner energy future.