E.ON completes migration of two million former npower customers to E.ON Next in record speed

Friday 7th May 2021

  • 2m former npower customers migrated to E.ON Next in less than a year, with migration of 3.5m existing E.ON customers under way
  • New platform already delivering ‘excellent’ Trustpilot rating, with further service enhancements planned
  • E.ON Next customer service platform exclusively built on Kraken Technologies’ industry-leading platform ‘Kraken’

E.ON has today announced it has completed the transfer of more than two million former npower home and business customers to E.ON Next – the newest face of E.ON – moving customers to its market-leading customer service platform and cementing E.ON UK’s position as the country’s largest electricity supplier.

In just under a year, and despite the unprecedented challenges of the Covid-19 pandemic, the migration has been delivered at speed and at scale, with minimal impact on customers. It underlines E.ON’s long-term commitment to the UK and to providing excellent service to customers. E.ON Next has already earned an ‘excellent’ rating on Trustpilot and recently launched two new tariffs to help people become more sustainable.

Michael Lewis, E.ON UK Chief Executive, said: “It’s a huge achievement, not just to complete the migration in such a short time but also to achieve such a positive response from customers – because customers are what this move is all about. Our colleagues across E.ON, and of course npower, deserve great praise for what they’ve achieved.

“The next step is moving all E.ON energy customers – millions of homes and hundreds of thousands of small businesses around the country – to E.ON Next. This step is vital in building more effective and responsive relationships with our customers, because it is in their homes and businesses that changes are needed in order to combat the climate crisis; that means creating warmer, healthier, more comfortable homes and more efficient and cost-effective businesses.”

E.ON Next is the new customer-facing brand of E.ON for residential and small business energy customers. They will benefit from dedicated Energy Specialists and a new technology platform delivered by Kraken Technologies which allows the company to deliver better value products and services more focused on individual customer needs.

The new platform was built using Kraken Technologies’ proprietary technology platform ‘Kraken’, an award-winning energy tech software which enables unparalleled customer service, optimisation of operations and which unlocks the green smart grid, globally. Kraken Technologies is a subsidiary of Octopus Energy Group. Its technology platform connects all parts of the energy supply chain from renewable energy generation to customer service and billing, unlocking efficiencies in customer service and automation so far unseen in the energy retail sector. It is operational in Europe, the USA, Australia and Japan and services over eight million global accounts.

Commenting on the success achieved to date Greg Jackson, CEO and founder of Octopus Energy Group said: “I couldn’t be more proud of the teams at Kraken Technologies and E.ON UK for completing this migration in what can only be seen as record time. It’s an extraordinary example of the level and speed of transformation that can be achieved by using our technology platform Kraken.

“We developed Kraken alongside our operations team to make it easier and cheaper for energy companies to offer green energy while maintaining outstanding customer service levels - and E.ON Next is already reaping the benefits of this technology. If more energy companies took the same approach as E.ON, we’d see tremendous improvements for both the people and the planet.”

E.ON took over npower in November 2019 as part of the acquisition of Innogy and began migrating customers to E.ON Next in July 2020. E.ON Next delivers 100% renewable electricity* to homes and to small and medium-sized businesses that sign a contract directly with E.ON Next through dedicated customer service so each customer is looked after by their own team of Energy Specialists.

As well as offering 100% renewable electricity as standard*, E.ON provides a range of sustainable and smart home solutions including energy efficient boilers, smart thermostatssolar and battery technology and heat pumps. For more information visit eonenergy.com


Notes to editors

*Electricity backed by 100% renewable sources from the purchase of renewable electricity certificates. The electricity supplied to your home comes from the National Grid and DNOs.

About E.ON

E.ON is leading the energy transition: providing smart, sustainable and personalised solutions focused on our customers at home and in business, and across entire towns and cities. Millions of people across the UK choose us to meet their energy needs, making us one of the leading energy providers in the UK. As part of the E.ON Group, we’re also one of the foremost energy companies in the world.

As a driving force in the UK’s renewable revolution for more than 25 years, we now supply all our customers’ homes with electricity backed by 100% renewable sources as standard. We believe the next opportunity for our customers, our country and our planet begins with sustainable energy supplies and continues with our wide range of energy efficiency and smart technologies, helping customers to reduce their impact on the planet by using less energy or generating and storing it themselves.

And as we approach the  with country’s 2050 net zero target, we're also helping thousands of businesses across the UK take control of their energy supply, optimisation and generation all under one roof. Our experts have over 25 years’ experience delivering creative solutions to help businesses cut costs, reduce energy waste, meet sustainability goals and become less reliant on the grid.

For more information visit www.eonenergy.com

About Kraken Technologies

Kraken Technologies offers a best-in-class end-to-end platform for energy supply, and is operating in the UK, Japan, US, Germany, New Zealand and Australia. Kraken’s proprietary platform is contracted to serve over 17 million energy accounts across the globe through licensees, with 8 million currently live. In the UK it also services its award-winning sister company Octopus Energy, managing over 2.2 million retail customers (8% market share) and over 25,000 business customers (the largest of which is Arsenal FC).

Based on advanced data and machine learning capabilities, Kraken automates much of the energy supply chain to allow outstanding service and efficiency as the world transitions to a decentralised, decarbonised energy system.

Kraken Technologies is part of Octopus Energy Group, and was developed to enable select third parties to take advantage of the technologies developed by Octopus Energy. It has already been licensed by major global players including Origin Energy, E.ON and Tokyo Gas.

For more information, check out our website.

For more information, journalists should contact:

For E.ON: Andrew Barrow, andrew.barrow@eon-uk.com

For Kraken: Dominic Bellamy, dominic.bellamy@octoenergy.com

The information (including any forecasts or projections) contained in this press release (the "Information") reflects the views and opinions of E.ON on the date of this press release.  The Information is intended as a guide only and nothing contained within this press release is to be taken, or relied upon, as advice.  E.ON makes no warranties, representations or undertakings about any of the Information (including, without limitation, any as to its quality, accuracy, completeness or fitness for any particular purpose) and E.ON accepts no liability whatsoever for any action or omission taken by you in relation to the Information. Any reliance you place on the Information is solely at your own risk.  This press release is the property of E.ON and you may not copy, modify, publish, repost or distribute it without our permission. © E.ON 2021

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