TalkTalk has announced a multi-year partnership with Kraken, a revolutionary operating system known for transforming global utilities. As part of this collaboration, TalkTalk will adopt Kraken as its sole customer management platform, aiming to improve customer service and streamline operations.
The transition to Kraken will allow TalkTalk to migrate its 2.3 million customers from multiple legacy systems onto a single, efficient platform. This move is expected to simplify customer service processes, making it easier for both customers and employees to resolve issues quickly and efficiently.
Kraken, which already manages over 60 million customer accounts for major UK utilities such as Octopus Energy, EDF Energy, Severn Trent, and E.ON Next, is making its first significant expansion into the telecoms industry. Both TalkTalk and Kraken see this as an opportunity to innovate and develop new capabilities tailored to broadband services.
TalkTalk CEO Susie Buckridge emphasised the company’s commitment to delivering excellent customer service and its ambition to become the UK’s most recommended Wi-Fi provider. “An innovative and flexible technology platform like Kraken is central to our vision,” she said. “We’re excited to be the first major connectivity provider to join the Kraken network and bring significant benefits to our customers and colleagues.”
Deepak Ravindran, CEO of Kraken for Water & Telco, highlighted the significance of this partnership. “After successfully disrupting the energy and water markets, we are thrilled to bring Kraken’s best-in-class technology to the telecoms industry. Our collaboration with TalkTalk will help deliver exceptional customer service and unlock operational efficiencies.”
TalkTalk expects to begin migrating customers to Kraken later this year, with the first group of new customers using the system by early summer. The full transition is set to be completed within the next two years, marking a major step forward in TalkTalk’s transformation journey.
