In an unprecedented collaborative effort, EDF, Accenture, and Kraken Technologies have joined forces to lead a customer transformation initiative, with the ultimate goal of revolutionizing the customer experience within the utilities industry. This groundbreaking partnership is set to propel EDF’s UK retail business into a new era of customer-centricity, efficiency, and innovation.
With a vision to simplify and reshape the energy business, EDF aims to empower customers to make informed decisions about their energy consumption and expenditure. With the support of technology giants Accenture and Kraken, EDF has successfully migrated over five million meter points in the UK onto Kraken’s cutting-edge platform, which harnesses the latest advancements in analytics, AI, and machine learning. This move is a game-changer for EDF, allowing them to consolidate electricity and gas data, all while streamlining operations for maximum effectiveness.
Richard Hughes, the Retail Energy Director at EDF in the UK, expressed his enthusiasm for this game-changing collaboration, stating, “With Accenture and Kraken’s support, we are reimagining a simpler, customer-centric business, so that our customers are equipped to make better energy choices.”
Scott Tinkler, a senior managing director and global Utilities lead at Accenture, highlighted the industry-wide importance of this transformation, asserting, “The leading utilities are laser-focused on strengthening and modernising their digital core so they can better manage the accelerated rate of change in the industry while increasing customer satisfaction.”
The significance of this collaboration extends beyond just EDF, as it is part of a broader ecosystem partnership between Accenture and Kraken. As a result, not only will Accenture support organizations in scaling the Kraken technology, but they will also deliver customer services on a global scale.
Chairman of Kraken Technologies, Gavin Patterson, underscored the far-reaching impacts of the collaboration, stating, “Kraken opens the door for affordable clean energy and outstanding customer service. Together, Accenture and Kraken can help EDF and other utilities and their customers benefit from a range of services, such as variable pricing when renewable energy sources are abundant, putting money back into people’s pockets while alleviating pressure on the grid.”
One of the primary objectives of this partnership is to accelerate the global adoption of smart energy products, from wind farms to smart meters, through an AI-enabled tech platform. This integrated platform encompasses the entire energy value chain, including energy usage and industry data, as well as weather forecasts. The potential benefits are substantial, as utilities will be able to reduce costs, manage customer energy usage more efficiently, and improve their overall service offerings.
Kraken’s pioneering platform has already been entrusted to manage more than 54 million accounts globally through deals with energy companies such as Octopus Energy, as well as water and broadband utilities. The scale and impact of this initiative are undeniably vast and far-reaching, signifying a monumental shift in the utilities industry.
In addition, EDF is a significant player in the UK’s transition to cleaner, low-emission energy, and is leading the charge towards the achievement of Net Zero. EDF’s substantial investments in low-carbon electricity production, including nuclear and wind energy, underscore their commitment to driving sustainability and combating climate change.
Accenture, on the other hand, is a global professional services company renowned for its expertise in digital innovation and transformation. With a workforce of approximately 742,000 individuals across more than 120 countries, Accenture is a driving force in accelerating digital growth and optimizing operations for numerous businesses and organizations.
Kraken Technologies, with its proprietary platform contracted to serve a staggering 54 million customer accounts globally, is at the cutting edge of the energy supply industry. Its advanced data and machine learning capabilities allow for unparalleled automation and efficiency, positioning it as a key player in the global transition towards decentralized and decarbonized energy systems.
In conclusion, the partnership between EDF, Accenture, and Kraken marks a pivotal moment in the history of the utilities industry. As these industry powerhouses unite forces, their collective expertise and technological prowess are poised to significantly elevate the standard of customer experience and drive transformational change on a global scale. This partnership is living proof that, indeed, teamwork makes the dream work.