Core Systems
Kraken (Account Management)
Main customer account system:
- View: Customer details, usage, bills, payments
- Actions: Update details, process payments, adjust DD
- Billing: Generate bills, apply credits, refunds
- Notes: Add detailed case notes
- Tariffs: Switch tariffs, view rates
Zendesk (Ticketing)
- Ticket creation: Log all customer contacts
- Macros: Pre-written responses
- Escalations: Assign to specialist teams
- History: View previous interactions
- SLA tracking: Monitor response times
Populate (Response Templates)
- Library of approved response templates
- Search by keyword or category
- Copy and customize for customer
- Ensures consistent messaging
- Regularly updated with new snippets
Calculation Tools
Tariff Calculator
Compare costs across tariffs:
- Input customer usage
- Select tariffs to compare
- Shows annual costs and savings
- Factors in standing charges
- Helps recommend best tariff
Payment Plan Calculator
- Input debt amount and customer income
- Calculates affordable monthly payment
- Shows payoff timeline
- Includes ongoing usage estimates
- Ensures sustainable arrangements
Usage Estimator
- Estimate annual usage from property details
- Bedrooms, occupants, property type
- Heating type and hot water
- Helpful for new customers
Lookup Tools
ECOES (Electricity)
Industry database for electricity supply points:
- Search by MPAN or postcode
- Shows current supplier
- Meter technical details
- Useful for switches and queries
- Login required (industry access only)
MPAS (Gas)
- Gas equivalent of ECOES
- Search by MPRN
- Shows gas network operator
- Current supplier information
Postcode Checker
- Find DNO/GDN for any postcode
- Useful for emergency contacts
- Shows network regions
- Quick reference tool
Reporting Tools
Usage Dashboard
Visualize customer usage patterns:
- Daily, weekly, monthly views
- Compare to previous periods
- Identify spikes or anomalies
- Export data for analysis
Performance Dashboard
- Personal performance metrics
- Team averages and targets
- CSAT scores and feedback
- Resolution rates