E.ON Next case study | Kraken

Getting the foundation right for 5.8 million customers

E.ON Next serves homes and businesses as one of the UK’s largest energy suppliers.

Partnership highlights

E.ON Next earned an ‘Excellent’ Trustpilot score during migration

Freed from legacy tech, E.ON Next teams are now free to innovate

Kraken’s open platform has boosted team retention and morale

Switching for the future

When E.ON UK acquired npower and launched E.ON Next in 2020, the newly combined retail business needed to simplify operations and build a more competitive, efficient platform to serve their future ambitions.

Aging, on-premise infrastructure was degrading system performance and driving up costs, with negative impacts on operational, employee, and customer experiences. They needed a software platform that could serve as a springboard for innovation – one that was cloud-native and API-first.

E.ON Next chose Kraken to enable an operational transformation that touched every part of their organization. 5.8M customers successfully migrated onto Kraken Customer between June 2020 and June 2022.

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An agile migration model

E.ON Next dramatically simplified its technical architecture with Kraken at the core.

Rather than a traditional “big-bang” migration, E.ON Next adopted Kraken’s proven S-curve migration model, starting with small pilot cohorts before scaling iteratively to the rest of the customer base. This allowed them to refine ongoing migration milestones based on tight feedback loops and edge cases that came up along the way.

The outcome is great. We got the foundation right and Kraken helped us with that, now we’re looking at new propositions we can offer customers. [Kraken] is definitely going to be a key ingredient in how we manage the transition with our customers.

Yonadav Yuval, Director of Products, Growth and Innovation, E.ON Next

From firefighters to strategic pioneers

E.ON Next’s IT team has moved away from reactive, complex, and slow-moving operations, and can now focus their energy towards strategy and innovation.

Our API-first architecture and GraphQL-enabled services were a gamechanger in shifting the organization towards a more product-oriented operating model.

Teams were able to immediately realize the benefits of an open platform to accelerate innovation and differentiation through digital self-serve experiences and internal AI tools. They’ve even adopted Kraken’s product-oriented IT operating model and S-curve methodology as a standard way of working for all new projects at the business.

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Kraken is at the core of our architecture. It’s given us a platform to build on, integrate, and expand our ecosystem and capabilities to support the future of the business.

Lee Durham, IT Director, E.ON Next