1.3 million Shell Energy customers migrated in a record-breaking two months

The Challenge

Traditional models dictate that a transformation of this scale, absorbing a major business with thousands of employees in a heavily regulated industry, requires years of slow, cost-heavy integration with endless sign-offs.

We believe conventional transformations accumulate risk, lead to spiralling costs, and cause cultural fatigue. Speed de-risks execution.

How We Did It

Combining the Octopus Operating System™ with the Kraken platform allowed us to overcome the obstacles that typically delay initiatives like this for years, deliver rapid cost reductions, and launch safely into live environments early.

This is down to a specific operating model: small, empowered teams with rapid feedback loops, hyper-generalist skillsets, and an unshakeable culture of customer obsession. By prioritising outcomes over outputs, velocity over perfect automation, and relentlessly putting customers first, we delivered:

• Record-breaking speed: Migration completed in two months, shattering our own previous record by four months.
• Outrageously good customer service: Migrated Shell customers gave us a 4.9-star Trustpilot rating, higher than the standard Octopus average.
• Rapid team integration: From Day 1, hundreds of Shell colleagues blended with Octopus teams in the Coventry office to quickly adapt to the operating model. Today, the expanded Coventry hub is fully integrated and runs some of our highest employee satisfaction scores.
• Seamless support: Despite the transition, Shell customers contacted us less frequently than existing customers and enjoyed lower wait times.
• Operational excellence: Nearly double the operational efficiency and a close to 90% reduction in monthly overheads within six months.

The Impact

“Thanks to the effectiveness of Kraken and Octopus' promise of brilliant customer service, we have seamlessly transitioned customers to our platform while ensuring a smooth and hassle-free experience.”

A record-breaking migration. Higher customer satisfaction than the baseline. Full team integration from day one. Near-total overhead reduction in six months.

This is what the Octopus Operating System™ looks like when speed is the strategy.