More customers, lower effort, better TrustPilot scores: How Sigma Connected gets the best from Kraken

How Sigma Connected gets the best from Kraken

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By bringing together Kraken’s technology, experienced advisors and a data-led operating model, Sigma Connected has helped create a more productive operation while maintaining high levels of customer satisfaction.

3,775 → 4,114
Customers supported per advisor

4.87/5
Average Trustpilot score

Overview

Sigma Connected helps energy suppliers get more from Kraken by combining its single source of truth and Utility-Grade AI™ with the people, training and operational support needed to resolve customer queries quickly and consistently.

Background

For customer operations teams, Kraken is more than a technology platform. It brings customer, billing and operational data together in one place, supporting a different way of working. Kraken gives advisors the right tools, real-time information and freedom to act, so they can take ownership of customer issues from start to finish.

For customers, that means a smoother experience. Instead of being passed between teams or repeating the same issue, they can speak to an advisor who has the right information in front of them and can handle a wide range of queries.

Technology is only one part of the story – but it’s the foundation. Kraken brings customer, billing and operational data together in one place, giving advisors the tools, real-time information and autonomy to resolve issues end to end. The platform is designed with an operating model built in: one that reduces handoffs, broadens advisor ownership and supports a different way of working. As one of Kraken’s certified BPO partners, Sigma Connected delivers that model in practice, combining platform expertise with recruitment, training, workforce planning, and coaching structured around the way Kraken works.

The challenge

Kraken changes the way customer operations teams work. With customer information in one place, handoffs between teams are reduced, while advisors can handle broader conversations, take ownership of more issues, and make more decisions themselves.

That can create a better experience for customers, especially when the right structure is in place around it. For energy suppliers, the challenge is making sure advisors have the knowledge, confidence and support to resolve more issues first time, while still managing demand across busy channels.

Solution

Sigma Connected uses Kraken across different energy suppliers, supporting customer service, debt, complaints, out-of-hours, residential and B2B activity. That experience has shown us how the same platform and operating model can work in different ways for different teams, cultures and customer needs.

It starts with the right people. Kraken gives advisors greater ownership of customer issues, so Sigma Connected recruits, onboards and develops people who are confident handling broader conversations, making decisions and learning quickly.

Training also continues after onboarding. Advisors keep building capability through peer support and specialist learning.

Sigma Connected shapes its support functions around the Kraken model, from workforce management and training to HR.

The same approach shapes how it works with energy suppliers. Sigma Connected looks at trends, plans ahead and uses data to make decisions, rather than simply reporting performance.

Results

4,114

Customers supported per advisor

4.87

Average Trustpilot score

1.69%

Average attrition

The results below come from one energy supplier where Sigma Connected delivers customer operations using Kraken. They show how the platform and Sigma Connected’s operating model work together in practice.

Over a 10-month period, the Sigma Connected team maintained quick customer response times while supporting more customers per advisor. Over this time period, the number of customers supported per advisor increased from 3,775 to 4,114, with Trustpilot scores averaging 4.87 over the same period.

Attrition averaged 1.69%, with most months below 2%. This points to a settled team, where advisors keep building capability and customers benefit from greater consistency.

Taken together, these results reflect what Kraken’s model is designed to deliver: happy teams, happy customers and a highly productive operation. With the right BPO partner, all three are achievable at the same time.

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