More connected customer service
Give service teams tools intended to help resolve more customer questions and needs in one interaction.
Next Gen CIS & Flex
PGE is modernizing the customer information and service systems that support customer care and energy programs.
Modernizing customer service and energy program capabilitiesÂ
The Next Gen CIS & Flex program brings together updated technology, processes, and service capabilities to support a more connected customer experience and a stronger foundation for future energy programs.
The new platform, Kraken, is designed to simplify processes, reduce the need to move between systems, and help PGE address more customer needs in a single interaction. The program also aims to make it easier to adapt to changing business and regulatory needs and to support future customer programs.
What the program is designed to improve
More adaptable systems
Make it easier to update tariffs and introduce system capabilities as needs change.
Support for future energy programs
Build a scalable foundation for flexible-load programs and virtual power plant participation.
More relevant customer communications
Use insight into customer needs and interactions to help improve how PGE communicates with customers.
Frequently asked questions
What is Next Gen CIS & Flex?
Next Gen CIS & Flex is PGE’s program to modernize the customer information and service systems, processes, and capabilities that support customer care and energy programs. It includes Kraken, a new customer information and service platform intended to support a more connected customer experience.Â
What is Kraken?
Kraken is PGE’s new customer information and service platform. It is designed to replace key legacy systems, simplify processes, reduce system switching, and help PGE respond to more customer needs in a single interaction.Â
Why is PGE modernizing its customer systems?
Modernizing these systems is intended to improve the customer experience, reduce long-term technology complexity, make it easier to adapt to changing needs, and create a more scalable foundation for future energy programs.Â
What might customers notice?
PGE is working toward a more connected service experience, with fewer handoffs between teams and better access to information during customer interactions. The details of any changes that affect a customer will depend on the transition plan and will be communicated to affected customers.Â
How will the transition work?
Customers are expected to move to Kraken in phases. PGE’s current customer information system is expected to remain available as customers transition. PGE plans to provide information and support resources for each migration wave, including any temporary limitations or workarounds that may apply.Â
When will my account move?
The transition is planned in phases, so customers won’t all move at the same time. Timing may change as planning progresses. PGE will communicate directly with affected customers as their migration timing is established.Â
What does this mean for PGE energy programs?
The program is intended to create a scalable foundation for future customer energy programs, including flexible-load programs and virtual power plant participation. Specific program capabilities and availability will be shared as they are finalized.Â
How will PGE keep customers informed?
PGE plans to communicate with customers in each migration wave. Communications are expected to explain the migration, available support resources, and any temporary limitations or workarounds relevant to that wave.Â
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