National Grid, Kraken announce partnership

Kraken, the groundbreaking operating system transforming global utilities, has partnered with National Grid (NGG) to supercharge the way it serves its customers. The revolutionary Kraken platform will unlock best-in-class customer service and increase operational efficiency for 6.5M residential, commercial and industrial energy customers across Massachusetts and New York, as part of a multi-year transformation project. Kraken’s cloud-based customer service and billing platform will allow National Grid to offer innovative energy solutions and pricing plans seamlessly, leveraging its advanced smart meter technology to better serve customers. The platform will also provide customer agents with the tools and information they need to resolve customer issues and improve the customer experience, while boosting employee satisfaction. National Grid is the first large-scale U.S. utility to adopt Kraken, which is proven to deliver a top-tier customer experience while streamlining operations. The Kraken platform is trusted by major global utilities and is already contracted to serve over 70 million accounts around the world with utilities such as E.ON Next, EDF Energy, Octopus Energy, Origin in Australia and many more. By unifying customer operations on a single, intelligent platform, Kraken can process over eight billion data points daily, unlocking deeper insight into customer behaviors and energy usage. This will empower employees with tools to anticipate and address evolving customer needs. Ultimately, the partnership strengthens National Grid’s ability to design innovative energy solutions and deliver a safe and reliable energy system.