Case Study on Customer Experience Integration with Kraken

This case study details the integration of a new customer relationship management platform, Kraken, by a utilities client in 2024, with support from Capita. The document outlines how Capita facilitated a seamless customer experience during the transition, emphasizing the importance of embedding teams and integrating processes with the capabilities of the Kraken platform. It describes the challenges faced, including rapid operational changes and fluctuating resource requirements, and how Capita addressed these issues through agile resourcing and rapid team mobilization. The case study highlights the proactive communication and collaborative planning that were essential for maintaining service continuity during the migration. It also includes a testimonial from the client, acknowledging the strong support provided by Capita, which was crucial in stabilizing performance and delivering high-quality services throughout the transition.