About
Kraken is a comprehensive, AI-driven operating system purpose-built for utility companies — covering retail and distribution energy providers, water utilities, and telecoms. The platform integrates customer management, residential and generation flexibility, and field operations into a unified ecosystem, enabling utilities to modernize their infrastructure and deliver exceptional customer experiences. At its core, Kraken offers intelligent billing, meter data management (MDM), CRM, and communications through a single platform for both residential and commercial & industrial (C&I) customers. Its residential flexibility suite helps utilities harness distributed energy resources (DERs) — electric vehicles, heat pumps, home solar, batteries, and smart thermostats — through advanced control and optimization algorithms. Kraken's field operations module boosts workforce productivity and cuts operational costs, while the generation flexibility tools support grid balancing and new revenue stream creation. The platform's AI capabilities enable a 3x increase in product innovation speed and have helped clients achieve 5-star customer satisfaction ratings and a 40% reduction in cost-to-serve. With over 40 large-scale migrations completed on time and on budget (including migrating 1.6 million customers in just 51 days), Kraken is trusted by industry leaders such as EDF, Tokyo Gas, Octopus Energy, E.ON, National Grid, Severn Trent, and more. It operates in 30 countries and manages over 70 million customer accounts, making it one of the most proven utility technology platforms in the world.
Key Features
- AI-Powered Customer Management: Unified platform integrating billing, meter data management, CRM, and communications for both residential and C&I customers, enabling smart tariff development and cost reduction.
- Residential Flexibility & DER Optimization: Advanced control and optimization of distributed energy resources including EVs, heat pumps, home solar, batteries, and smart thermostats for both retail and distribution utilities.
- Field Operations Management: Tools to increase workforce productivity, streamline scheduling, and cut operational costs across field service teams.
- Generation Flexibility: Enables utilities to optimize generation assets, support grid stability, and create new revenue streams through flexibility markets.
- Proven Large-Scale Migration: A battle-tested migration process with 40+ completed migrations, including 1.6 million customers migrated in just 51 days, on time and on budget.
Use Cases
- A retail energy supplier migrating from a legacy billing system to a modern, AI-driven customer management platform to reduce cost-to-serve and improve NPS scores.
- A distribution network operator deploying residential flexibility tools to manage EV charging and home battery dispatch during grid stress events.
- A water utility adopting Kraken's field operations module to optimize workforce scheduling and reduce truck roll costs.
- An energy retailer launching innovative smart tariffs and time-of-use pricing products enabled by real-time meter data management and flexible billing.
- A generation asset owner using Kraken's generation flexibility tools to participate in balancing markets and monetize controllable capacity.
Pros
- Proven at Scale: Manages 70M+ customer accounts across 30 countries with 40+ successful migrations, offering a track record few competitors can match.
- Significant Cost & Efficiency Gains: Clients consistently achieve a 40% reduction in cost-to-serve and 5-star customer satisfaction scores after deployment.
- End-to-End Platform: Covers the entire utility operation — from customer billing to DER optimization to field management — eliminating the need for multiple disconnected tools.
- Cross-Industry Applicability: Originally built for energy utilities, now expanded to water and telco, offering broad applicability for regulated industries.
Cons
- Enterprise-Only Focus: Designed exclusively for large utilities and enterprises; not suitable for small businesses or individual use.
- No Transparent Pricing: Pricing is not publicly available — prospective customers must book a demo and go through a sales process to get a quote.
- Complex Implementation: Despite a structured migration process, onboarding is a significant undertaking requiring dedicated resources and change management.
Frequently Asked Questions
What is Kraken?
Kraken is an advanced, AI-powered operating system built for utilities — including energy retailers, distribution network operators, water companies, and telecoms. It integrates customer management, flexibility, and field operations into a single end-to-end platform.
Who uses Kraken?
Kraken is used by major utilities worldwide, including EDF, Tokyo Gas, Octopus Energy, E.ON, National Grid, Severn Trent, and Origin Energy, across more than 30 countries.
What types of distributed energy resources (DERs) does Kraken support?
Kraken supports optimization and control of electric vehicles (EVs), heat pumps, home solar installations, battery storage systems, and smart thermostats through its residential flexibility products.
How does migration to Kraken work?
Kraken offers a proven migration methodology with over 40 large-scale migrations completed on time and on budget. As a reference, they migrated 1.6 million customers in just 51 days.
Is Kraken only for energy utilities?
No. While originally built for energy (retail and distribution), Kraken has expanded to support water utilities and telecoms (telco), making it applicable across multiple regulated industries.
