TalkTalk is set to revolutionize its customer service by transitioning to the Kraken platform. As the first major broadband provider adopting this system, TalkTalk aims to enhance its service delivery and achieve a better customer management experience. This milestone marks Kraken’s significant leap from energy and water utilities to telecommunications.
This collaboration supports TalkTalk’s ambition to be the UK’s most recommended Wi-Fi provider. By partnering with Kraken, TalkTalk intends to simplify customer interactions. The new platform will replace various outdated internal systems with a unified model. This model will allow customer service teams to address customer queries more efficiently and effectively.
The move is also strategic for Kraken. It represents their first significant expansion into the telecom sector, extending beyond energy and water services. Kraken’s system already manages over 60 million accounts for notable UK utilities like Octopus Energy and E.ON. Through this partnership, Kraken and TalkTalk plan to further develop capabilities specifically for the telecommunications industry.
Susie Buckridge, TalkTalk CEO, emphasizes the importance of an innovative and adaptable technology platform in achieving their customer service goals. “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.”
The transition will involve migrating TalkTalk’s 2.3 million customers to the Kraken system within the next two years. The first phase of migration is expected to be completed later this year, with new customers accessing the platform by early summer and eventual full-scale adoption by next year.
Deepak Ravindran, CEO of Kraken for Water & Telco, expresses enthusiasm over this new venture. “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.”