Octopus Energy completes migration of Shell customers in record time

  • All 1.3 million Shell customers now migrated onto Octopus’ systems
  • Migration completed in 2 months, beating Octopus’ previous industry record by 4 months
  • Electric blankets offered to 6,000 of Shell's most vulnerable customers to help lower energy bills while staying cosy

London, 28th March 2024 – Octopus Energy, the UK’s largest electricity supplier, has successfully completed the migration of Shell Energy’s 1.3 million customers onto its systems – all while maintaining excellent customer service levels.

With this migration, Octopus’ has established a new industry standard, beating its previous record by four months, which was set when the company took over Bulb’s 1.5 million customers.

The first Shell customer was transferred over to Octopus’ systems just before Christmas to test the process, with the actual migration starting on the 30th January.

The rapid move was made possible by Octopus’ technology platform, Kraken, which is the most adept software system in the industry at large-scale customer migrations.

Kraken is contracted to serve 54 million energy accounts globally and manages around half of all energy accounts in the UK through license deals with Octopus, E.ON Next and EDF.

Octopus has also offered over 6,000 of Shell’s most vulnerable customers free, energy-efficient electric blankets to help them stay cosy and reduce their bills.

Analysis shows that Octopus customers who have used electric blankets have saved around 20% on their winter bills. This meant an average winter saving of £150*.

It follows hot on the heels of Which? recent customer service survey which saw Octopus perform best for quick and effective customer service, scoring 25 points above the industry average**.

Greg Jackson, Founder of Octopus Energy, commented: "We are thrilled to have completed the transfer of all Shell Energy customers to Octopus Energy, achieving this milestone in record time. Thanks to the effectiveness of Kraken and Octopus’ promise of brilliant customer service, we have seamlessly transitioned customers to our platform while ensuring a smooth and hassle-free experience."

First announced in September 2023, the purchase of Shell Energy Retail’s 1.3 million customers was completed in December 2023. All 500 customer-facing employees at Shell Energy Retail were offered new roles at Octopus Energy, with the majority based at Octopus’ new Coventry office.


Notes to editors:

*Analysis of smart meter data from 4,190 customers who signed up to the electric blankets scheme carried out by Octopus Energy. Research carried out 20 April 2022 to 11 May 2022.

**Which? customer service rating of energy suppliers, 22nd March 2024 (source)

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About Octopus Energy Group

Octopus Energy is a global clean energy tech business, driving the affordable, green energy system of the future. Under its own retail brand, Octopus delivers world-class customer service and cutting edge energy products to 7.7 million households globally.

Its operations span 18 countries and the entire energy value chain. The group invests in, builds and flexibly manages renewable energy, operating a £7 billion portfolio of projects – one of Europe’s largest.

Octopus has licensed its advanced data and machine learning platform, Kraken, to support over 54 million customer accounts worldwide through licensing deals with companies such as EDF, E.ON and Origin Energy.

Kraken enables Octopus to drive the electrification of heat and transport through smart tariffs and innovative cleantech. Backed by pension funds, investors and energy giants, Octopus Energy Group businesses deliver cheaper, greener energy and cutting-edge tech to countries and customers worldwide.

For more information, check out our website.

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