How you manage points of contact with customers is going to be an even bigger differentiator between providers in the next decade than it was over the last 25 years of home broaband, the reason being the reliability of full fibre means it becomes more about billing, and managing in home Wi-Fi networks than the actual broadband service. In an effort to create a customer focused transformation at TalkTalk they have entered a multi year partnership with Kraken Tech.
Kracken Tech is perhaps most publicly known for powering much of the Octopus Energy experience and while they are part of the same group many firms outside the group also use Kraken Tech to run customer accounts.
TalkTalk broadband is going to adopt the Kracken operating system as its customer management platform with the first batch of customers moving later in 2025 and all 2.3 million customers to have made the move within two years. New customers will be going straight onto the new Kraken system by early summer.
“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.
I know I speak for all of us at TalkTalk when I say we are excited to be the first major connectivity provider to join the Kraken network, not least because of the significant benefits it will bring to our customers and colleagues.
Susie Buckridge, TalkTalk CEO
After successfully disrupting the energy and water markets, we are thrilled to expand the magic of Kraken to the telco industry with our first scaled telco customer. 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.
Deepak Ravindran, CEO, Kraken for Water & Telco
This is Kraken’s first major expansion into the energy and water utilities according to the press release, suggesting that the Cuckoo retail brand which is part of the Octopus group of firms is not yet in the major provider league.
Shifting to Kraken should allow TalkTalk to leave behind a variety of legacy platforms thus streamlining operations and fingers crossed lead to improved customer service.
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Pity the existing Talktalk staff have to go to make way for the innovation? So much experience and customer awareness being flushed.
TalkTalk haven’t impressed me. “Hello my name is John”. Same script every time. Going around in circles. Eventually sent openreach engineer threatened us with £50 fee if it was a fault in our house. It wasn’t. Then charged us £50. Which I successfully got refunded.
I had talk talk provide my broadband for nearly 2 years. In that time there were many problems and disconnections and every time when contacting talk talk, the first thing they did was blame my setup at home and it never was, it was always something at their side.
I cancelled their service due to instability and joined Zen who I’ve now been with for over 4 years, the same setup at home and not one problem with them in the whole 4 years.
Talk talk are, in my opinion, rubbish. They always blame the customers equipment and always take days to rectify the problem.
Never had any issues with TT personally – and I am on G.fast which is marginal tech at best.
Going on 9 years now, the connection has been rock steady across the board, the only time I have had downtime is when the rest of the neighbours also do. The speed has been exactly as advertised (I have a speedtest that runs every night on my Unifi router and stores it).
The only thing I can ever remember calling them about was when I switched to G.fast as the wrong Openreach modem had been provided (only had 10/100 LAN on it) – which wasn’t really a fault of them anyway.
I’ve been with TT Business for a long time and have always found them helpful when a problem with Openreach occurred. I’ve just moved to FFTP and they were again very helpful in interfacing Openreach when the initial installation didn’t work. All well now.