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Plenitude, Italian energy company Eni’s technology innovation subsidiary, is to launch Kraken’s customer platform in its Spanish and Portuguese business.
The move follows Plenitude’s implementation of Kraken in its French retail business, and will enable the use of the platform to serve customers in Spain and Portugal to deliver a top customer experience while optimising its operational costs.
Kraken’s advanced operating system and ‘universal agent’ model streamline customer interactions by allowing a single agent to handle queries without rerouting across organisational silos.
This approach is designed to improve customer satisfaction while boosting employee engagement.
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“Plenitude is a trusted leader in European energy, and a great partner with which to deliver world-class customer service,” commented Amir Orad, CEO of Kraken, on the expanded partnership.
“Together, we’re driving digital transformation and creating an energy system designed to meet the evolving needs of customers and the demands of a new energy system.”
The rollout marks Kraken’s first entry into the Portuguese market, extending the platform’s global reach.
Kraken now manages over 70 million customer accounts for major global utilities along with over 430GW of power and over 300,000 consumer devices such as EVs and charging stations.
With processing of 8 billion data points daily within a single-data model, Kraken provides real-time insights that enhance customer engagement and drive cost efficiencies.
With the development and launch of innovative energy products, Plenitude anticipates staying at the forefront of the energy transition with flexible, customer-centric solutions.
The company attributes the French launch of Kraken to contributing to drive up its TrustPilot score to 4.6 (out of 5).
In addition to its retail business in Portugal and Spain, Plenitude has 950MW of installed renewable capacity in Spain, having doubled the capacity during 2024.
