Netcall Case Studies Low-Code Platform Revolutionizes UK Power Networks' Customer Services

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	Low-Code Platform Revolutionizes UK Power Networks' Customer Services Netcall

Low-Code Platform Revolutionizes UK Power Networks' Customer Services

Netcall

Technology Category	Application Infrastructure & Middleware - Event-Driven Application Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Electrical Grids Renewable Energy
Applicable Functions	Sales & Marketing
Use Cases	Leasing Finance Automation Time Sensitive Networking
Challenge	UK Power Networks, serving 19 million people across 8.3 million homes and businesses, faced a significant challenge in meeting the growing demand for new levels of support and services. The rising global energy prices, the pandemic, and recent climate events have increased the number of customers facing vulnerability. The company had to tackle the climate crisis by connecting renewable energy, electric car chargers, and low carbon heating. They also had to improve services to meet customers' evolving needs and go above and beyond for the communities served. Furthermore, they had to support customers in vulnerable circumstances. The challenge was to quickly and efficiently transform their services to meet these demands. Read More
About Customer	UK Power Networks is a major electricity distribution network operator for London, the South East and East of England. The company serves 19 million people across 8.3 million homes and businesses. They are committed to tackling the climate crisis by connecting renewable energy, electric car chargers, and low carbon heating. They strive to meet customers' evolving needs by improving services and going above and beyond for the communities they serve. They also aim to support customers in vulnerable circumstances, especially in the wake of rising global energy prices, the pandemic, and recent climate events. Read More
Solution	UK Power Networks utilized Liberty Create, a low-code platform, to deliver automated projects and revolutionize services for customers. They extended the use of the Liberty Platform, Netcall’s AI-powered automation and customer engagement platform, across the wider business to support new projects. This included a Priority Services Register to help vulnerable customers during a power cut and two-way payments to seamlessly receive and make payments to customers. They also developed several applications like Mission Directed Work, Compliance Manager, Smart Quote, Smart Connect & Portal to engage employees, drive performance enhancements, manage GDPR, automate customer connection applications, and support the connection of new low carbon technologies. These applications automated assessments, reduced processing times, issued instant approvals, and sent automatic referrals to teams when required. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Event-Driven Application

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Electrical Grids

Renewable Energy

Applicable Functions

Sales & Marketing

Use Cases

Leasing Finance Automation

Time Sensitive Networking

Challenge

UK Power Networks, serving 19 million people across 8.3 million homes and businesses, faced a significant challenge in meeting the growing demand for new levels of support and services. The rising global energy prices, the pandemic, and recent climate events have increased the number of customers facing vulnerability. The company had to tackle the climate crisis by connecting renewable energy, electric car chargers, and low carbon heating. They also had to improve services to meet customers' evolving needs and go above and beyond for the communities served. Furthermore, they had to support customers in vulnerable circumstances. The challenge was to quickly and efficiently transform their services to meet these demands.

About Customer

UK Power Networks is a major electricity distribution network operator for London, the South East and East of England. The company serves 19 million people across 8.3 million homes and businesses. They are committed to tackling the climate crisis by connecting renewable energy, electric car chargers, and low carbon heating. They strive to meet customers' evolving needs by improving services and going above and beyond for the communities they serve. They also aim to support customers in vulnerable circumstances, especially in the wake of rising global energy prices, the pandemic, and recent climate events.

Solution

UK Power Networks utilized Liberty Create, a low-code platform, to deliver automated projects and revolutionize services for customers. They extended the use of the Liberty Platform, Netcall’s AI-powered automation and customer engagement platform, across the wider business to support new projects. This included a Priority Services Register to help vulnerable customers during a power cut and two-way payments to seamlessly receive and make payments to customers. They also developed several applications like Mission Directed Work, Compliance Manager, Smart Quote, Smart Connect & Portal to engage employees, drive performance enhancements, manage GDPR, automate customer connection applications, and support the connection of new low carbon technologies. These applications automated assessments, reduced processing times, issued instant approvals, and sent automatic referrals to teams when required.

Impact #1	The implementation of the Liberty Create platform and the development of various applications have equipped UK Power Networks with the tools needed to automate existing processes and develop new digital journeys to support customers. The AI-powered platform provides richer insights into data, predicts outcomes, and improves business decision making. It has relieved the burden on employees, allowing them to spend their time on more interesting and higher-value tasks, thereby enhancing the customer experience. As a result, UK Power Networks was named the #1 Company in the UK for customer service by the Institute of Customer Service in July 2022. Customers rate them highly for strong communication, trust, being open and transparent, having helpful and competent people, and an easy-to-use website.

Impact #1

The implementation of the Liberty Create platform and the development of various applications have equipped UK Power Networks with the tools needed to automate existing processes and develop new digital journeys to support customers. The AI-powered platform provides richer insights into data, predicts outcomes, and improves business decision making. It has relieved the burden on employees, allowing them to spend their time on more interesting and higher-value tasks, thereby enhancing the customer experience. As a result, UK Power Networks was named the #1 Company in the UK for customer service by the Institute of Customer Service in July 2022. Customers rate them highly for strong communication, trust, being open and transparent, having helpful and competent people, and an easy-to-use website.

Benefit #1	8,000 hours saved in manual data entry
Benefit #2	66% efficiency saving where quotes don’t convert to order
Benefit #3	10 times Full-Time Equivalent (FTE) time reduction saved in 12 months

Benefit #1

8,000 hours saved in manual data entry

Benefit #2

66% efficiency saving where quotes don’t convert to order

Benefit #3

10 times Full-Time Equivalent (FTE) time reduction saved in 12 months

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Overview

Low-Code Platform Revolutionizes UK Power Networks' Customer Services

Operational Impact

Quantitative Benefit