Q&A: lighting up customer support with Octopus Vitality


In Which?’s 2019 annual power customer support survey, relative newcomer to the sector  Octopus Vitality emerged as the best rated out of 30 corporations.

This accolade was gained largely as a consequence of its modern digital power platform, developed by Octopus’s subsidiary, Kraken Applied sciences.

The platform doesn’t simply guarantee blissful clients however a brand new manner of delivering kilowatts.  Powered by superior knowledge and machine studying, it automates a lot of the power provide chain, which the corporate says will assist usher in a extra decentralised and decarbonised power system, coupled with extra buyer engagement and providers.

Heidi Vella (HV): What does your digital power service platform do precisely?

Greg Jackson (GJ): We began Octopus Vitality to construct a platform for the way forward for power, as a result of it was clear the sector nonetheless hadn’t undergone a digital revolution.

The platform’s job is to supply a extremely automated, very, very versatile scalable platform for buyer relationship administration, power forecasting, and procurement. It additionally gives a extra environment friendly service and reduces the price of working.

Sooner or later, which is already coming to fruition, it could help a way more versatile power system to ship the good grid at scale.

HV: What worth does your digital power platform deliver to clients?

GJ: If a shopper is on a typical tariff, with this method, they may get a way more clear and extra correct billing and higher service, as a result of as a substitute of getting their knowledge unfold throughout a lot of totally different techniques, coping with totally different organisations and departments, most of that’s eradicated.

So, the advantages to the patron are extra environment friendly, extra clear, extra correct, and extra low-cost power. Moreover, by embracing good grid applied sciences, infrequently, customers can get pleasure from tremendous low cost electrical energy from extremely renewable wind era. For instance, if they’ve an electrical car, they will routinely optimise its charging in order that they’re grabbing the most affordable, greenest electrons from the grid with dynamic time-of-use tariffing.

HV: You’ve just lately licenced the platform to your UK competitor Good Vitality, how will your work with the corporate?

GJ: From the very starting we got down to construct a platform with a mission to get 100 million clients on to it, whether or not through our model or a shoppers’. It doesn’t matter. [Currently there are 1.5 million users in the UK, Australia and Germany]. So, our technique is that it’s equally as essential for us to assist different retailers to maneuver onto the platform.

For Good Vitality, we’re licencing the platform through a software-as-a-service mannequin, which they may use to handle their buyer base. By way of them being a competitor, we have already got an power system the place there are many corporations who’ve a distribution community which sits alongside their very own era or retail base, so they’re each a provider and a competitor to many corporations. It’s completely regular in energy era; it may be owned by an power firm that additionally has a retail arm or it might be purchased by different corporations.  So, opponents and suppliers exist already.

The magic is that power is a world market and the platform is scalable to our goal as a result of it’s digital, cloud-based 21st century expertise.

HV: How a lot grid flexibility is feasible proper now?

GJ: A lot of it may be completed now, the expertise is right here. Nevertheless, for the time being, there are numerous grid providers, for instance, battery storage and repair flexibility, however they don’t seem to be primarily based across the shopper.

The fact is, most grid providers out there in the present day are about making an attempt to make the grid seem like it nonetheless runs on coal. Whereas a dynamic good grid is de facto about embracing advantages of versatile consumption.

Renewable era is at all times intermittent and when now we have renewable era, we get an infinite provide of zero carbon, zero price electrons and the good grid is about embracing that. The expertise is prepared, and even the patron is more and more prepared for it, however now we’d like to verify the economics of the grid and the distribution techniques mirror that.

HV: Digital platforms reminiscent of yours require a stage of buyer engagement, however do power customers wish to be engaged?

GJ: Up to now, the enterprise of power corporations has been to verify clients are usually not engaged. Vitality corporations have made most of their cash out of unengaged clients. It’s the job of disrupters to return in and drive that engagement.

Historically, some clients didn’t even know who their power firm was, however now we have clients usually posting unbelievable issues about us on social media. There are such a lot of methods to have interaction clients on this market. For instance, for twenty years clients have had a horrible expertise with meter readings. Now we have modified that by [making it so that] each time they submit their meter readings on-line, they get the prospect to win prizes by spinning an internet ‘Wheel of Fortune’.

HV: What are your long-term targets for the Kraken platform and Octopus Vitality?

GJ: Over the subsequent 10 years, power has obtained to vary, be completely turned the other way up, to sort out local weather change.

Right now, we and different corporations sometimes provide kilowatts by means of pipes and wires. That’s going to decentralise massively with rather more native era. In that world, an power firm ought to meet buyer’s wants, whether or not it’s offering power by means of the grid or offering options for house consumption and era administration.

For instance, have a look at the chance to begin bringing individuals house photo voltaic panels and batteries, EV charging, buyer schooling, infrastructure growth, mission administration, gross sales and advertising and marketing. These are all new alternatives as now we have to ship an end-to-end revolution of power. If corporations can embrace the expertise change and create extra agile corporations, bobbing up assets to speculate on this change, everyone seems to be a winner.

The extent of curiosity we’re seeing from totally different corporations from the UK, Europe, Asia, and America is constructive. For corporations, it is a large transformation programme and it will be painful at occasions. Nevertheless, you’ll see that the chance to put money into constructing inexperienced power ought to create extra employment and expertise tendencies.

HV: The place do you see the way forward for the power sector transferring total?

GJ: Conventional power corporations with a month-to-month meter studying are going to be prior to now. Now you will get one each half hour or in Australia each 5 minutes. All of a sudden the information is getting quite a bit larger and we’d like techniques with machine studying, synthetic intelligence and excessive levels of automation to handle this. And for customers, if a budget time to cost your electrical automobile is popping it on at 1am, again off at 2am and again on at 4.30am, they don’t wish to do this manually, they want it automated. Automation techniques to do all these items are completely vital, if we’re going to go inexperienced.

The expertise can get us there in a short time, affordably and in a manner that’s useful for customers. However we have to cease speaking about what does the inexperienced revolution price and begin saying what a tremendous alternative it presents. The democratisation of zero carbon, zero price inexperienced power is a duty for all of us in power in the present day.

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