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Saving $170 million in cost to serve

Origin is an integrated energy retailer that supplies more than 4 million residential and commercial customers in Australia.

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Enabling standout efficiency and service at scale

Origin has partnered with Kraken to improve their customer experiences and support their diversification efforts as they transition to cleaner energy.


Origin was impressed with Kraken’s unique operating model, consisting of small autonomous teams that enable exceptional customer service. They needed a technology partner that would support faster product development, including flexible asset management of residential rooftop solar, batteries, and EV charging.


Kraken offered Origin the ability to unlock new revenue streams through rapid and seamless integration of new products and services that could be scaled. They were especially interested in the platform’s demand-side management capabilities – to accelerate electric vehicles (EVs), virtual power plant (VPP), and product innovation and propositions as soon as they are ready.

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“Technology very much runs deep in Kraken's DNA… it took the Kraken development team about 2-3 weeks to implement the same change that took our legacy platform 3-4 months.”

General Manager, Origin Energy

Results

  • 4.2 million customers migrated in 2.5 years

  • 87% Customer Happiness Index (CHI)

  • ‘Excellent’ Trustpilot score, up from 1.8 stars

  • 8 Employee Happiness rating post-migration

  • $170 million saving in cost-to-serve

Speak to the team