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Upgrading core experiences for customers and employees

EDF is an integrated energy company that supplies gas and electricity to millions of homes and businesses in the UK.

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Project Highlights

  • 5.8 million customers migrated in 15 months
  • 3x more innovative new products launched during migration
  • Trustpilot score increased from 4.2 to 4.7
  • Employee satisfaction increased
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To have done all of this, in the time that we’ve done it and got happier people and happier customers. It’s amazing.

Camilla McCorkell, Director of EDF Business Solutions

About the partnership

EDF is the largest generator of zero-carbon electricity in Britain. They partnered with Kraken to improve their cost to serve and their level of customer service.

Success during migration

EDF successfully migrated all 5.5m residential and 300k small business owners to Kraken in just over a year. Since switching platforms, EDF’s Trustpilot score has jumped from ‘Good’ to ‘Excellent’.

And migration wasn’t a barrier to innovation – EDF launched three net zero home energy tariffs, including the Heat Pump Tracker Tariff, an EVolveSep25 tariff for EV drivers, and the market-first solar tariff, Empower Exclusive during their tech transformation.

We are very proud to have increased Trustpilot during the migration. The vibes at the office are fantastic and people feel extremely proud of the work that they are doing, which is probably the main reason why we chose to move towards Kraken.

Philippe Commaret, Managing Director of Energy Customers, EDF

Improving employee culture

EDF increased their employee engagement scores during migration. In switching to Kraken's unique operating model, where dedicated teams work with their assigned groups of customers, they transformed their employee culture, which has resulted in the delivery of better customer experiences.

Our teams have worked incredibly hard to make this significant transition as smooth as possible for our customers, keeping disruption to a minimum. With the migration complete, we’re now fully equipped to give our customers the best service we’ve ever offered alongside the best deals for saving cash and carbon.

Richard Hughes, Director of Retail, EDF UK

Speak to the team