Octopus Energy has beaten its own record for customer adoption, successfully migrating all of Shell Energy’s 1.3 million customers onto its systems in record time.

Consolidating its position as the UK’s largest electricity supplier, the supplier says absorbing the Shell client base beat its own record by four months, a record set in 2022 when the company took over Bulb’s 1.5 million customers.

Its industry-leading standards of customer services were unaffected by the latest transition, according to the company.

The first Shell customer was transferred over to Octopus’ systems just before Christmas to test the process. Full migration began on 30 January.

Octopus’ technology platform, Kraken, was behind the rapid absorption.  Part of the group since foundation in 2015, Octopus claims Kraken is UK power’s most adept software system for large-scale customer migrations.

Octopus says Kraken is now contracted to serve 54 million energy accounts globally. That number includes around half of all UK energy accounts, managed under license deals with E.ON Next and EDF, besides its parent.

As part of the Shell adoption, Octopus has offered more than 6,000 of Shell’s most vulnerable customers free, energy-efficient electric blankets to help them stay cosy and reduce their bills.

Octopus says its analysis reveals customers who have used electric blankets have saved around 20% on their winter bills, or an average winter saving of £150.

Last month Which?’s customer service survey saw Octopus perform best for quick and effective customer service, scoring 25 points above the industry average.

Octopus founder Greg Jackson commented: “We are thrilled to have completed the transfer of all Shell Energy customers to Octopus Energy, achieving this milestone in record time.

“Thanks to the effectiveness of Kraken and Octopus’ promise of brilliant customer service, we have seamlessly transitioned customers to our platform while ensuring a smooth and hassle-free experience.”

First announced in September 2023, the purchase of Shell Energy Retail’s 1.3 million customers was completed in December 2023. All 500 customer-facing employees at Shell Energy Retail were offered new roles at Octopus Energy, with the majority based at Octopus’ new Coventry office.


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