National Grid Teams Up With Kraken To bring Customer Service Platform To Over Million U.S. Energy Customers

Kraken, a pioneering operating system that is transforming how utilities operate globally, has entered into a strategic partnership with National Grid, one of the largest investor-owned utility companies in the United States. This collaboration marks a significant step in National Grid’s multi-year transformation initiative to enhance the way it serves more than 6.5 million residential, commercial, and industrial customers across Massachusetts and New York.

Through this partnership, National Grid will implement Kraken’s cloud-based customer service and billing platform to unify and modernize its customer operations. The adoption of Kraken will enable National Grid to deliver more personalized and efficient service by making full use of its advanced smart meter infrastructure. With Kraken’s capabilities, the utility will be able to introduce flexible energy solutions and innovative pricing plans that are more aligned with the evolving needs of its customers.

The Kraken platform will also provide customer service agents with real-time access to the tools and information they need to resolve issues more effectively. This is expected to not only improve the overall customer experience but also increase employee satisfaction by simplifying workflows and reducing operational friction. By consolidating operations onto a single intelligent platform, National Grid aims to boost efficiency while offering a more responsive and tailored service.

National Grid is the first major U.S. utility to adopt Kraken, which has already demonstrated success with leading global energy providers. Kraken is currently contracted to manage over 70 million customer accounts worldwide, serving utilities such as E.ON Next, EDF Energy, Octopus Energy, and Origin Energy in Australia. Its ability to process over eight billion data points daily allows for deep insights into customer behavior and energy consumption patterns, helping utilities proactively respond to demand and service requirements.

Amir Orad, CEO of Kraken, said in a statement, “We’re excited to kick off a new chapter with National Grid as they take a major step toward transforming the energy landscape. Together, we’re focused on elevating the customer experience, driving digital transformation, and helping create an AI-powered energy system built for the future. With National Grid leading the way, we’re setting the stage for what’s next in the energy world – and we’re just getting started.”

Bill Malee, Chief Customer Officer, National Grid, stated, “Leveraging Kraken’s industry-leading expertise will support our mission to provide exceptional service to our millions of customers across the Northeast. Once fully implemented, the Kraken platform will replace decades-old systems, enhancing the customer experience and reinforcing our commitment to a customer-first approach.”

By integrating Kraken’s technology, National Grid strengthens its commitment to delivering a safe, reliable, and innovative energy system. This partnership is a forward-looking move aimed at building more agile, customer-centric utility services, setting a new standard for operational excellence and digital transformation in the U.S. energy sector.