TalkTalk has announced plans to adopt Kraken, the management tool developed for utilities, which has been picked up by the energy sector.
TalkTalk says it will adopt Kraken as its sole customer management platform as part of its shift to deliver a more customer-friendly offering.
The partnership will see TalkTalk customers migrate from various legacy internal platforms to Kraken, which uses a single universal model to simplify all aspects of customer service, for both customers and colleagues.
The TalkTalk agreement represents Kraken’s first major expansion outside of energy and water utilities to a large-scale broadband provider, with both companies keen to leverage Kraken’s existing system as well as develop new capabilities for the telecoms industry.
Kraken’s end-to-end operating system is already contracted to run over 60 million customer accounts on behalf of many of the UK’s top utilities, including Octopus Energy, EDF Energy, Severn Trent and E.ON Next, as well as other major utilities around the world.
Susie Buckridge, TalkTalk CEO, said: “At TalkTalk, we are undertaking a significant transformation as part of our ambition to become the most recommended Wi-Fi provider in the UK. An innovative and flexible technology platform that enables us to provide excellent customer service like Kraken is central to our ambition.”
Deepak Ravindran, CEO, Kraken for Water & Telco, said he was thrilled to expand into the telco industry. “Our collaboration with TalkTalk gives us a unique opportunity to partner with a leading player in the UK market to deliver outrageously good customer service, unlock operational efficiencies and bring our best-in-class tech to yet another industry”
TalkTalk expects to migrate its 2.3 million customer base from its own proprietary platform to Kraken within the next two years, with the first cohort expected to go live later this year. The first new customers will be on Kraken by early summer, expanding over the next year.
