Sales Automation, Enablement & Intelligence

EDF, Accenture, Kraken to Speed Up Customer Shift

Initiative supported by a broader Accenture and Kraken ecosystem partnership focused on helping utilities transform customer experience

Accenture and Kraken Technologies are helping EDF’s UK retail business accelerate the migration of customers to its new platform, enabling them to effectively manage their energy use and cost.

EDF has migrated over five million meter points in the UK onto Kraken, the technology behind Octopus Energy. Kraken integrates electricity and gas customers and operating data using advanced analytics, AI and machine learning.

“With Accenture and Kraken’s support, we are reimagining a simpler, customer-centric business, so that our customers are equipped to make better energy choices,” said Richard Hughes, Retail Energy Director, EDF in the UK. “This team’s extensive technology and industry expertise advances our company’s strategy of growing our base of energy-retail customers through digital transformation.”

Scott Tinkler, a senior managing director and global Utilities lead at Accenture, added“The leading utilities are laser-focused on strengthening and modernising their digital core so they can better manage the accelerated rate of change in the industry while increasing customer satisfaction. This transformation for EDF is a powerful example of how Accenture and Kraken team up to help our clients continuously reinvent their businesses to drive agility and unlock new value for their customers.”

The work with EDF is enabled by a broader ecosystem partnership between Accenture and Kraken, through which Accenture will support organizations, scale the Kraken technology and deliver customer services globally.

Gavin Patterson, chairman at Kraken Technologies, said, “Kraken opens the door for affordable clean energy and outstanding customer service. Together, Accenture and Kraken can help EDF and other utilities and their customers benefit from a range of services, such as variable pricing when renewable energy sources are abundant, putting money back into people’s pockets while alleviating pressure on the grid.”

The companies will work to accelerate the global adoption of smart energy products, from wind farms to smart meters, through the AI-enabled tech platform, which integrates the energy value chain – ranging from energy usage and industry data to weather forecasts. This will allow utilities to reduce costs, manage customer energy usage more efficiently and improve services.

Built by the utility industry for the utility industry, the Kraken platform has been contracted to manage more than 54 million accounts globally through deals with energy companies including Octopus Energy, as well as water and broadband utilities.

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