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Integrations Kraken

Integration · Utilities

Kraken + Finn.

Kraken integration with Finn. Kraken connects utility customer accounts with billing, metering, payments, and operational workflows.

Discuss this integration Explore the workflows

The work behind the connection

What you can do with Kraken.

Kraken connects utility customer accounts with billing, metering, payments, and operational workflows.

Resolve a utility bill question

Finn explains the customer's issued bill using the account, usage, tariff, and payment records and completes the service conversation.

Typically handled byUtility customer service representative

Starts when

A verified customer asks why a bill or amount due has changed.

What Finn handles

  1. Verify the account through the utility's customer process and identify the disputed period or charge.
  2. Read the issued bill, recorded meter usage, tariff, and payments in Kraken.
  3. Explain the changes using those records and collect any specific discrepancy that needs a billing investigation.
  4. Send the confirmed explanation through the customer channel and update the account's service record.

The result

The customer receives an account-specific explanation and the bill inquiry has a documented outcome.

Complete a customer meter-reading submission

Finn collects the customer's meter reading and carries it through the utility's accepted meter-data process.

Typically handled byMetering support coordinator

Starts when

A customer submits a meter reading or responds to a reading request.

What Finn handles

  1. Verify the account and identify the correct premises, meter, register, reading date, and unit.
  2. Collect the reading and any required meter photo, then submit it through Kraken's meter-reading workflow.
  3. Follow the recorded acceptance result and resolve a missing detail with the customer or send a disputed reading to its metering owner.
  4. Confirm the accepted submission and record its status against the account.

The result

The meter reading is recorded with its accepted result and the customer receives confirmation.

Handle a customer's home move

Finn collects the move details and completes the utility's account administration for the accepted change of address.

Typically handled byMove-home customer service coordinator

Starts when

A customer tells the utility they are moving.

What Finn handles

  1. Verify the customer and collect the old and new premises, move dates, contact details, and requested service.
  2. Record the move request in Kraken and collect the meter information needed for the utility's process.
  3. Follow the utility's eligibility and service decisions, then complete the accepted account and billing updates.
  4. Send the customer the confirmed dates and billing instructions, keeping physical supply changes with the authorized operations team.

The result

The home move has complete account records and a customer confirmation tied to the utility's service decision.

Complete an accepted tariff change

Finn explains the available recorded options and applies the tariff choice the customer and utility accept.

Typically handled byTariff service administrator

Starts when

A customer asks to change their utility tariff.

What Finn handles

  1. Read the customer's current contract and the utility's available offers and eligibility results.
  2. Explain the recorded prices, dates, and conditions without inventing savings or recommending an unsupported offer.
  3. Capture the customer's choice and the utility's required acceptance, then complete the tariff change through its Kraken workflow.
  4. Send the confirmed effective date and terms and record the change on the account.

The result

The account reflects the accepted tariff choice and the customer receives its confirmed terms.

Trace a utility payment inquiry

Finn follows the recorded payment trail and completes the customer's question about a missing or unexpected payment.

Typically handled byUtility payments service coordinator

Starts when

A customer asks whether a payment reached the utility or was applied to the right bill.

What Finn handles

  1. Verify the account and collect the payment date, amount, and reference.
  2. Compare the Kraken payment status and bill allocation with the utility's connected payment record.
  3. Resolve a reference mismatch or obtain the payments owner's outcome where the entry requires investigation or correction.
  4. Send the customer the confirmed result and update the service case with the payment references.

The result

The payment inquiry has a recorded investigation result and a clear customer response.

Follow a billing dispute through its corrected result

Finn gathers the evidence, obtains the billing owner's decision, and completes the account communication around the resolution.

Typically handled byBilling dispute coordinator

Starts when

A customer disputes a recorded charge or usage amount.

What Finn handles

  1. Read the disputed bill, meter evidence, tariff conditions, and account history.
  2. Collect missing information and send the specific discrepancy to the utility's billing decision owner.
  3. Follow the accepted correction or explanation through the billing workflow and read the revised result.
  4. Deliver the confirmed bill or explanation to the customer and close the dispute record with its evidence and decision.

The result

The dispute ends with the utility's recorded billing outcome and a completed customer response.

Book and follow a utility service visit

Finn coordinates the customer appointment and carries the field job's result back into customer service.

Typically handled byField service appointment coordinator

Starts when

The utility accepts a meter or equipment visit for a customer.

What Finn handles

  1. Read the job type, premises, required technician qualifications, and customer access details.
  2. Use connected Kraken Field to offer available appointment options and book the customer's choice.
  3. Send the confirmation and access instructions, then follow the technician's recorded job progress.
  4. Update the customer account with the completed visit result and arrange an accepted follow-up when the technician records more work.

The result

The visit has a confirmed appointment and a customer-service record of the technician's outcome.

Complete a permitted overdue-bill follow-up

Finn follows the utility's accepted contact process and records the customer's payment or next agreed step.

Typically handled byUtility billing follow-up coordinator

Starts when

An account reaches a follow-up point defined by the utility's billing policy.

What Finn handles

  1. Read the issued balance, payment status, customer contact permissions, and any active dispute or assistance process.
  2. Send the utility's designated reminder with the existing payment route and account reference.
  3. Record the customer's response and follow an initiated payment through its actual status.
  4. Complete the follow-up record or route an assistance request to its authorized owner, without imposing a service restriction.

The result

The account has a completed, permitted follow-up and a recorded payment result or assistance request.

Complete the administration of an assistance request

Finn collects the utility's required information and follows the authorized assistance decision through customer communication and account records.

Typically handled byCustomer assistance administrator

Starts when

A customer asks for help with affordability or a special service need.

What Finn handles

  1. Read the request and the utility's document and contact requirements for the assistance process.
  2. Collect the necessary information through the designated channel and organize the request for its authorized specialist.
  3. Record the specialist's decision and follow the accepted account or payment-plan administration through Kraken.
  4. Send the customer the utility's confirmed arrangement and next steps and complete the assistance record.

The result

The assistance request has a documented specialist decision and completed administrative and customer follow-through.

Connection setup

Set up the connection around your work.

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from Kraken.

Kraken is rolling out its new AI connection options in stages; availability must be confirmed for the utility's setup.

Visit Kraken

Part of the work in your industry.

The Finn platform

Finn Agents

Help customers. Work with your team. Finish the job.

Explore Agents

Finn Systems

Business apps for the work behind the conversation.

Explore Systems

Finn AI Gateway

Control connected AI apps, models, access, and spending.

Explore AI Gateway

Meet Finn

Put your Kraken integration to work.

Tell us which records, actions, and teams the connection needs to support.

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