TalkTalk's Bold Move: Transitioning to Kraken for Exceptional Customer Service

TalkTalk is on a mission to revolutionize its customer service by transitioning to the Kraken platform. This groundbreaking shift makes TalkTalk the first major broadband provider to adopt this innovative system, aiming to enhance service delivery and improve customer management experiences.

This collaboration is a strategic step for both companies. TalkTalk aspires to become the UK’s most recommended Wi-Fi provider, and with Kraken's support, it intends to simplify customer interactions significantly. The new platform will replace outdated internal systems with a unified model, enabling customer service teams to respond to inquiries more efficiently and effectively.

Kraken is also expanding its reach into the telecom sector, moving beyond its traditional focus on energy and water utilities. With over 60 million accounts managed for major UK utilities, Kraken is poised to enhance its capabilities specifically for telecommunications through this partnership.

Susie Buckridge, CEO of TalkTalk, highlights the importance of an innovative and adaptable technology platform in achieving their customer service goals. She states, “At TalkTalk, we are undergoing 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 over 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, leading to full-scale adoption by next year.

Deepak Ravindran, CEO of Kraken for Water & Telco, expressed excitement about this venture, stating, “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.”