TalkTalk has signed a multi-year partnership agreement with Kraken in a move that sees the Wi-Fi provider take the next step towards a customer-focused transformation.
The company will adopt Kraken as its sole customer management platform as part of its shift to deliver a more customer-friendly offering.
TalkTalk customers will migrate from various legacy internal platforms to Kraken, which uses a single universal model to simplify all aspects of customer service consolidating everything into a single platform, to enable Kraken customer service teams to solve any arising 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.
Susie Buckridge, TalkTalk CEO, said: “At TalkTalk, we are undertaking a significant transformation and using a flexible technology platform that enables us to provide great customer service like Kraken is central to our ambition.”
TalkTalk will 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.
