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Building a high-performance customer operation

E.ON Next is one of the UK’s largest energy suppliers, serving over 5 million homes and businesses.

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Project highlights

73% increase in emails responded to within 2 working days

59% reduction in average call wait times

4.5 Trustpilot rating, up from 3.4 in 2019

Pivoting towards simplicity

Before E.ON Next adopted Kraken Customer in 2020, their legacy stack was seriously holding them back. Their outdated legacy IT systems were increasing costs and causing issues in customer service. Work was siloed across departments, creating layers of handoffs, poor query ownership, and a customer experience that lagged market expectations.

For customer operations, the challenge wasn’t just about software. Roughly 4,500 people across internal teams and outsourced partners were powering this large and complex operation, and E.ON Next needed to move toward a leaner, more efficient service model.

Offering one joined-up utility operating system that handles meter reads, billing, customer contact, and account management, E.ON Next migrated 5.8M customers successfully onto Kraken Customer between June 2020 and June 2022.

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Embracing universal agents

E.ON Next equipped agents with Kraken’s unified data model and intuitive interface, providing greater visibility and less friction when managing customer interactions. Agents no longer have to swivel-chair across disparate tools and pass customers between teams; now, they can complete their tasks within a single Kraken environment.

At the heart of this operational transformation is the ‘universal agent’: team members who can own the customer relationship and handle any query from start to finish. E.ON Next embraced this model as a core strategic differentiator, and supported its introduction with a significant cultural shift.


Kraken helped us move to a universal agent model, enabling us to support customers end-to-end without handing off to multiple departments. That matters because the closer you get to one person resolving the customer’s issue without handoffs, the better the experience is for everyone.

Christopher Shead, Director of Customer Operations, E.ON Next

New tools, new opportunities

E.ON Next has leveraged our Open Kraken architecture to build interoperable applications fit for their scale and complexity:

  • An internal management system to improve cross-system workflows
  • A proprietary debt management system (DMS) to manage UK-specific collections journeys
  • An agentic voice bot that handles inbound calls and actions for meter reads and payments
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The service team has adopted Human Assist: AI-powered productivity tools including Magic Ink (a drafting tool for written messages) and Complaints IQ (an intelligent summarization tool to resolve complaints faster).

E.ON Next’s thoughtful roll-out had an impressive impact: 90% of agents use Magic Ink, and over 75% of outbound messages start with an AI-generated draft, boosting response quality and customer satisfaction.

Results:

59%

fall in average call wait times, from 250 seconds in 2020 to 103 seconds in 2025

80%

fewer complaints per 100,000 customer accounts in 2025, from a peak of 3,921 in 2013

4.5

Trustpilot rating, up from 3.4 in 2019

90 %

of emails are responded to within 2 working days, up from 52% in 2021

Speak to the team