Energy supplier to implement new customer service platform in 2020

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 the Chippenham-based firm’s strategic goal to empower people to use, share, generate and store clean energy.

Having seen business customer volume grow by three quarters in the last two full financial years and its Feed-in Tariff generator customer base grow by 13 percent in the same period, Good Energy says it 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 of Good Energy, said: “Good Energy is recognised by Which? as the UK’s most highly rated energy company for renewables.

“Kraken Technologies has developed a proven best in class customer services platform. This powerful combination of deep renewables expertise and customer friendly technology will help 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.”