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ERGON ENERGY logo.

Delivering a customer-first operating model at scale

Ergon Energy is an electricity retailer for around 750,000 homes and businesses in Queensland, Australia.

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185 days to migrate 750k accounts

90% increase in Customer Happiness Index 18m post-migration

First customer live in 4 months

The challenge

Ergon’s monolithic legacy systems were creaking under the weight of modern customer expectations: rigid billing, siloed teams and no way to create new tariffs. Without an agile platform, they couldn’t pivot to time-of-use pricing or deliver the kind of seamless, end-to-end service that today’s energy consumers demand.

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Kraken's approach

Unified platform roll-out

We replaced 36 disparate systems with our single, cloud-native operating system. Over 750,000 accounts were migrated in under 12 months.

Customer-centric operating model

We empowered frontline teams with end-to-end workflows. No hand-offs. No “please hold.”

Tariff innovation

Ergon designed and launched two new solar-friendly, time-of-use tariffs for community housing and small businesses, giving customers lower daytime rates and greater choice.

The Kraken implementation has been a huge success story for our business. It has demonstrated to me that when you have the right culture, the right technology and the strong partnerships like we did with Kraken, you can deliver remarkable outcomes for the business, for your people and for your customers.

Ayesha Razzaq, Executive General Manager, Ergon Energy Retail

Results in under 12 months

Significant boosts in:

  • Customer Happiness Index
  • Employee satisfaction
  • Agent productivity
  • Email response times
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The goal was to migrate everything within one year, and we achieved that within ten months.

Damien Lynch, General Manager Customer & Business Enablement, Ergon Energy Retail

Speak to the team