Kraken Account: Good Egg Energy's Operating System

Welcome to your guide on Kraken, Good Egg Energy's powerful technology platform that powers everything from customer billing to account management. Understanding Kraken is essential to providing excellent customer service.

What is Kraken?

Kraken is Good Egg Energy's comprehensive operating system—an AI-powered platform that manages all aspects of our energy retail operations. Think of it as the "brain" behind our company, connecting customers, billing, usage data, communications, and operations into one seamless system.

Key capabilities:

• Customer account management
• Billing and invoicing
• Meter data processing
• Payment processing
• Customer communications
• Usage analytics and reporting
• Field operations management
• Smart meter integration

Kraken was developed by Octopus Energy and is now used by major energy companies worldwide, managing over 70 million customer accounts globally. Good Egg Energy licenses this technology to deliver world-class service to our customers.

Why We Use Kraken

For Our Customers

Better service

• 24/7 online account access
• Real-time usage data and insights
• Flexible payment options
• Fast, accurate billing
• Personalized energy recommendations

Innovation

• Smart tariff options
• Time-of-use rate plans
• Paperless billing with detailed breakdowns
• Mobile app integration
• Automated alerts and notifications

For Our Agents

Efficiency

• All customer information in one place
• Automated workflows reduce manual work
• AI-powered tools assist with responses
• Quick access to account history
• Streamlined billing dispute resolution

Accuracy

• Real-time data updates
• Automated meter readings from smart meters
• Reduced billing errors
• Integrated payment tracking
• Comprehensive audit trails

Accessing Kraken

Login Information

All Good Egg Energy agents receive Kraken access credentials on their first day. You'll use these to log in to the Kraken portal.

Portal URL: https://kraken.goodeggenergy.com
Login credentials: Provided by IT during onboarding
Password requirements: Must be changed every 90 days

Important: Never share your Kraken login credentials with anyone, including other agents. Each agent has their own account for security and audit purposes.

Your Dashboard

When you first log in, you'll see your agent dashboard which includes:

Quick stats:

• Active cases assigned to you
• Pending tasks
• Recent account interactions
• Today's call volume metrics

Search bar:

• Search by account number, customer name, address, phone number, or email
• Quick access to any customer account

Navigation menu:

• Accounts
• Billing
• Payments
• Communications
• Reports
• Settings

Key Kraken Features for Agents

1. Customer Account Management

Account OverviewEvery customer account in Kraken displays:

• Account number and status
• Service address and billing address
• Contact information (phone, email)
• Rate plan and tariff details
• Payment method on file
• Account balance (current and past due)
• Payment history
• Billing preferences (paper vs. paperless)

Account TimelineShows a chronological history of all interactions:

• Bills generated
• Payments received
• Service calls and visits
• Communication sent/received
• Account changes and updates
• Notes added by agents

2. Billing Information

Current and Historical Bills

• View any bill ever generated for the account
• See detailed charge breakdowns
• Compare billing periods
• Download PDFs of bills
• Generate duplicate bills for customers

Usage DataFor customers with smart meters:

• Daily, weekly, and monthly usage charts
• Hour-by-hour consumption data
• Cost projections based on current usage
• Comparison to similar homes
• Seasonal usage patterns

3. Payment Processing

Recording Payments

• Process phone payments directly in Kraken
• Apply payments to specific bills or balance
• Issue refunds for overpayments
• Set up payment arrangements
• Update payment methods

Payment Status Tracking

• See pending ACH/check payments
• Track payment failures and returns
• Monitor auto-pay status
• View payment confirmation numbers

4. Communications Hub

Send Communications

• Email customers directly from Kraken
• SMS notifications (for enrolled customers)
• Generate letters (disconnection notices, etc.)
• All communications are logged and tracked

Communication TemplatesPre-written templates for common scenarios:

• Bill payment reminders
• Service appointment confirmations
• Rate change notifications
• Payment arrangement terms
• Dispute acknowledgments

Communication HistoryView all outbound and inbound communications:

• Emails sent and received
• SMS messages
• Letters mailed
• Phone call logs (when integrated)

5. Case Management

Creating CasesDocument and track customer issues:

• Billing disputes
• Service requests
• Complaint escalations
• Meter test requests
• Account investigations

Case Tracking

• Assign cases to specific teams or agents
• Set priority levels
• Add notes and updates
• Attach supporting documents
• Track resolution time

Common Kraken Tasks for Agents

Looking Up a Customer Account

1. Use the search bar at the top of any page
2. Enter account number, name, phone, email, or address
3. Select the correct account from search results
4. Review account overview before proceeding

Pro tip: If multiple results appear, verify the service address with the customer to ensure you're looking at the right account.

Reviewing a Bill

1. Navigate to the customer's account
2. Click "Billing" tab
3. Select the bill in question
4. Review the detailed charge breakdown
5. Compare to previous bills if needed
6. Use the "Usage" tab to see consumption data

Processing a Payment

1. From the account overview, click "Take Payment"
2. Select payment method (card, bank account, check)
3. Enter payment amount
4. Add customer's payment details
5. Confirm and process
6. Provide confirmation number to customer

Important: Always read back the confirmation number to the customer and let them know when the payment will post to their account.

Setting Up a Payment Arrangement

1. Navigate to "Payment Arrangements" in the account menu
2. Click "Create New Arrangement"
3. Enter down payment amount (typically 25% of past due)
4. Set installment amount and frequency
5. Review terms with customer
6. Save and generate agreement letter
7. Email or mail terms to customer

Updating Account Information

Contact Information:

• Click "Edit" next to contact details
• Update phone, email, or mailing address
• Save changes
• Verify with customer

Billing Preferences:

• Navigate to "Billing Settings"
• Update paper/paperless preference
• Update billing address if different from service address
• Enable/disable auto-pay

Creating Notes

Document every customer interaction:

1. Click "Add Note" in the account timeline
2. Select note type (General, Billing, Payment, Service)
3. Write clear, detailed notes
4. Save note—it will appear in the timeline

Good note example:"Customer called regarding 11/15 bill showing $243. Explained usage increase due to colder weather in November vs October. Customer used 1,100 kWh this month vs 850 last month. Reviewed daily usage data with customer. Customer understood explanation. No adjustment needed."

Kraken AI-Powered Features

Smart Responses

Kraken uses AI to help agents draft responses to customer emails and inquiries:

How it works:

1. When a customer email comes in, Kraken analyzes the content
2. The system suggests a response based on the inquiry
3. Agent reviews, edits, and personalizes the response
4. Agent sends the response with one click

Important: Always review and personalize AI-suggested responses. Never send them without reading them first.

Predictive Analytics

Kraken analyzes usage patterns to:

• Flag unusual consumption spikes
• Predict high bill alerts
• Identify customers likely to struggle with payment
• Recommend proactive outreach opportunities

Automated Workflows

Certain tasks are automated:

• Bill generation on cycle dates
• Auto-pay processing
• Late payment reminders
• Disconnection notice generation
• Smart meter data collection

Account Status Indicators

Kraken uses color-coded status indicators:

Green: Account in good standing

• Current on payments
• No issues or holds

Yellow: Account needs attention

• Approaching due date
• Payment arrangement in place
• Pending investigation

Red: Account at risk

• Past due balance
• Disconnection pending
• Returned payment
• Active dispute

Gray: Account inactive

• Service disconnected
• Account closed
• Seasonal hold

Reporting and Analytics

Agent Reports

Available reports in Kraken:

• Daily call volume and resolution stats
• Average handle time
• Customer satisfaction scores
• Payment collection metrics
• Case closure rates

Account Reports

Generate reports for specific customers:

• 12-month usage history
• Payment history
• Communication log
• Billing comparison reports
• Rate analysis

Security and Compliance

Data Protection

What you can access:

• Only accounts you need for your current work
• Customer personal information is encrypted
• Payment data is PCI-compliant

What you cannot do:

• Access accounts without a business reason
• Share customer information outside of work
• Discuss customer accounts outside of Kraken
• Export customer data without authorization

Audit Trails

Every action in Kraken is logged:

• Who accessed an account and when
• What changes were made
• What information was viewed
• All communications sent

This protects both customers and agents by maintaining a complete record of all activities.

Mobile Access

Kraken is accessible on tablets and smartphones for field agents:

Mobile capabilities:

• Look up customer accounts
• View billing information
• Process payments
• Update service appointments
• Add notes and photos
• Access customer contact information

Not available on mobile:

• Complex billing adjustments
• Bulk account updates
• Advanced reporting

Integration with Other Tools

Kraken connects with other systems we use:

Smart Meters

• Automatic daily meter readings
• Real-time usage data
• Remote connection/disconnection capability

Payment Processors

• Credit card processing
• ACH/bank transfers
• Payment confirmation notifications

Email Systems

• Send/receive customer emails
• Track email opens and clicks
• Template management

Field Service Tools

• Service appointment scheduling
• Technician dispatch
• Job completion tracking

Common Kraken Issues and Solutions

System Running Slowly

Causes:

• Too many browser tabs open
• Cache needs clearing
• System maintenance

Solutions:

• Close unnecessary tabs
• Clear browser cache
• Check system status page
• Contact IT if persistent

Can't Find a Customer Account

Troubleshooting:

• Try different search terms (name vs address vs phone)
• Check for spelling variations
• Verify account number with customer
• Search by service address instead of billing address
• Contact supervisor if account truly missing

Payment Won't Process

Common issues:

• Incorrect payment details entered
• Card declined by bank
• ACH verification failed
• Payment amount exceeds limits

Solutions:

• Verify all payment information with customer
• Try alternative payment method
• Check error message for specific issue
• Escalate to payment processing team if needed

Best Practices for Using Kraken

1. Always Verify the Account

Before making any changes, confirm you're in the correct customer account.

2. Document Everything

Add notes for every customer interaction, even if it seems minor.

3. Use Templates When Appropriate

Don't reinvent the wheel—use approved templates for common communications.

4. Review Before Sending

Always review AI-generated or template responses before sending to customers.

5. Keep Information Current

Update contact information and preferences as customers inform you of changes.

6. Respect Privacy

Only access accounts when you have a legitimate business need.

7. Stay Organized

Use cases to track ongoing issues and keep your work organized.

8. Ask for Help

If you're unsure how to do something in Kraken, ask a supervisor or check the knowledge base.

Kraken Training Resources

Initial Training

• New agent onboarding includes 3 days of Kraken training
• Hands-on practice with test accounts
• Certification quiz before going live

Ongoing Learning

• Monthly Kraken tips and tricks sessions
• Knowledge base articles: https://kb.goodeggenergy.com
• Video tutorials available in the training portal
• Peer mentoring program

Support Channels

• IT Help Desk: ext. 3000 (technical issues)
• Supervisor: escalations and complex cases
• Kraken Super Users: in-depth questions
• Team Slack channel: quick questions

Future Kraken Enhancements

Good Egg Energy continuously works with Kraken to improve our platform. Upcoming features include:

• Enhanced mobile app functionality
• More AI-powered customer insights
• Improved usage visualization tools
• Expanded self-service capabilities
• Integration with additional smart home devices

Stay informed: New feature announcements are shared in weekly team meetings and via email.

Quick Reference: Kraken Navigation

To find: Customer account → Use search bar
To view: Bills → Account > Billing tab
To see: Usage data → Account > Usage tab
To process: Payment → Account > Take Payment
To create: Payment arrangement → Account > Payment Arrangements > Create New
To send: Email → Account > Communications > Compose
To add: Note → Account Timeline > Add Note
To create: Case → Account > Cases > New Case
To update: Contact info → Account > Edit Details
To change: Billing preferences → Account > Billing Settings

Remember

Kraken is a powerful tool that helps us deliver exceptional service to our customers. The more comfortable you become with its features and capabilities, the more efficient and effective you'll be as an agent.

Kraken allows us to:

• Serve customers faster
• Make fewer errors
• Provide personalized service
• Track and resolve issues efficiently
• Build stronger customer relationships

Take time to explore Kraken, ask questions, and utilize all of its capabilities. You'll quickly discover how it makes your job easier and helps you provide the best possible service to Good Egg Energy customers.

Last updated: December 2024
Version: 1.0
Questions? Contact IT Support at itsupport@goodeggenergy.com or ext. 3000