TalkTalk partners with Kraken to revolutionise customer experience for millions of UK broadband customers

TalkTalk confirmed as first large-scale broadband partner for Kraken platform, joining global energy and water utilities, as Wi-Fi provider takes next step on customer-focused transformation

TalkTalk has signed a multi-year partnership agreement with Kraken – the operating system revolutionising global utilities – to propel its ongoing transformation and ambition to become the most recommended Wi-Fi provider in the UK.

TalkTalk 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. By streamlining account operations and consolidating everything into a single platform, Kraken will enable customer service teams to solve any problem.

This will be 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.

“I know I speak for all of us at TalkTalk when I say we are excited to be the first major connectivity provider to join the Kraken network, not least because of the significant benefits it will bring to our customers and colleagues.”

TalkTalk expects to migrate its 2.3m 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.

Deepak Ravindran, CEO, Kraken for Water & Telco, says: “After successfully disrupting the energy and water markets, we are thrilled to expand the magic of Kraken to the telco industry with our first scaled telco customer. 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”

Notes to editors

For more information, please contact our press teams at press.office@talktalkplc.com or press@kraken.tech

About TalkTalk

TalkTalk is the UK’s largest value for money connectivity provider with broadband, TV and phone customers.

Since entering the market in the early 2000s, we’ve had a proud history as an innovative challenger believing that connectivity should be simple, affordable, reliable and fair.

TalkTalk is the consumer business of the TalkTalk Group, headquartered in its Soapworks HQ in Salford, Greater Manchester.

About Kraken

Kraken is the world’s only proven, end-to-end platform for utilities’ digitalisation and transformation, trusted by major utilities, such as EDF Energy, E.ON Next, Octopus Energy, Origin, Severn Trent and Tokyo Gas.

Headquartered in London and New York, Kraken manages over 60 million accounts on behalf of global utilities companies.

The platform’s advanced data, AI and machine learning capabilities have redefined the utilities sector, driving a 30-fold increase in new product innovations for partners, top consumer rankings and hundreds of millions of dollars in operational savings.

Kraken’s cloud-based architecture is uniquely adaptable and scalable, proven by an unparalleled track record in seamless, extremely fast on-time migrations and enabling its successful expansion into water and other verticals.