Good Energy to implement new customer service platform in 2020

The new platform, licensed from Kraken Technologies, will enable improved value and service development for customers

Good Energy, recently given the highest green energy supplier rating from Which?, is implementing a new customer technology platform developed by Which?’s highest rated supplier for service. The platform will be implemented in 2020, enabling Good Energy’s strategic goal to empower people to use, share, generate and store clean energy.

Having seen business customer volume grow by over two thirds in the last two full financial years, and strong growth in its Feed-in Tariff generator customer base too, Good Energy is making the investment to replicate this growth within the domestic market, allowing it to offer more value and more services to more customers.

Licensed from Kraken Technologies, a subsidiary of the Octopus Energy Group, the new platform will provide significant scalability and flexibility. Built to efficiently handle large data volumes, it will support the roll out of future smart products and services and provide a single customer view. This will allow Good Energy to play to its strengths in the home and business clean energy services market, through simplifying its customer services processes and supporting a step change in the ability for the company to respond to future customer needs.

The agreement is the first time two energy suppliers laser-focussed on renewables have worked together in the UK, and comes in the form of an implementation and transition agreement and service contract for an initial term of three years. The total forecast investment of £4m is expected to achieve payback for Good Energy through operating cost savings within 18 months.

Juliet Davenport, CEO and Founder, Good Energy, said: “Good Energy is recognised by Which? as having the highest green rating as an energy supplier. Kraken Technologies has developed a proven best in class customer services platform. This powerful combination of deep renewables expertise and customer friendly technology, will enable us to realise our growth ambitions. We will provide additional clean energy services to the growing number of homes and businesses who want to harness the power of renewables and clean technology, to make a difference to the quality of their lives and businesses.

Now the agreement is signed, the next step is a process of data migration and customer experience mapping, with the ambition that we start transferring customers in the new year. We are looking forward with working with the Kraken team and being able to showcase what this technology can do.”

Greg Jackson, CEO of Octopus Energy Group, said: “Energy is a sector that has been left behind by the digital revolution. While technology was transforming e-commerce and banking, the energy industry has been trundling along with outdated technology, poor service and poor value. Kraken Technologies is changing that not just for its customers, but for the world.

It is vital that energy companies do all they can to look after customers better and speed up the mass adoption of renewable supply, Kraken Technologies and Good Energy coming together will be doing just that.”

This will be the first UK-based application of the Kraken platform outside of Octopus Energy, and we expect to see this shake the rest of the industry in providing excellent customer service and renewable energy as standard.”

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For information and media interviews

Good Energy press office: Ian McKee / Adam Wentworth / 07718671003

Greenhouse PR: Rosie Williams / 07990788411

About Good Energy

Good Energy powers homes and businesses with 100% renewable electricity from a community of over 1500 UK generators and owns and operate two wind farms, including the UK’s first commercial wind farm, and six solar farms. In addition, Good Energy offers a green gas product which contains 6% biomethane — gas produced here in the UK from food waste. To make it completely carbon neutral, emissions from the rest of the gas its customers use is balanced through supporting verified carbon-reduction schemes in Malawi, Vietnam and Nepal.

  • Established to tackle climate change and help deliver energy security for the UK.
  • Founded in 1999 by Juliet Davenport OBE.
  • A British company based in Chippenham, Wiltshire.
  • Good Energy’s electricity comes from local, natural sources like sunshine, wind and rain.

About Kraken Technologies

Kraken Technologies offers a best-in-class end-to-end platform for energy supply. Kraken’s proprietary platform is responsible for the acquisition and ongoing management of almost 1.3 million domestic energy customers in just 3 years, and over 10,000 business customers at the same time.

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.

For more information, check out our website

About Octopus Energy Group

Octopus Energy Group was launched in 2016 with a vision of using technology to make the green energy revolution affordable whilst transforming customer experiences.

Octopus Energy Group’s domestic energy arm already serves almost 1.3 million customers via Octopus Energy, Affect Energy, M&S Energy and Co-op Energy. While Octopus Energy for Business manages almost 10,000 customers with proprietary energy offerings. Octopus Electric Vehicles is helping make clean transport cheaper and easier, and Octopus Energy Services is bringing smart products to thousands of homes. With operations in Germany and Australia, Octopus Energy Group's mission to drive the affordable green revolution is going global.

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