Using low-code to connect the customer journey, helping both staff and customers
In a sector where you are scored for every customer interaction, CX is crucial. UK Power Networks own, construct and maintain the electricity infrastructure across London and the South East of England – making sure the lights stay on.
Consumers understand very little about connecting electricity to their property or premises, mainly equating it to switches and wires, rather than the massive cables below the road, or the transformers and power stations needed to turn on a lightbulb.
The SAP CRM system is a core tool at UK Power Networks – it was robust but without automation capability. Trying to give customers good service while using a system with manual processes proved problematic, particularly at busy times. Using Liberty Create, our low-code platform, they set out to integrate the CRM and to automate several elements of a process.
“Our use of Liberty Create has been transformative for UK Power Network’s digital ambitions. Intelligent automation allows us to rapidly develop, deliver and maintain new digital services for our customers.”
Dave Roberts
IS / IT Director, UK Power Networks
“We are excited to continue our digital journey. The Liberty Platform gives us a solid foundation and Netcall provides the tools that we need today, plus growth opportunities for the future.”
Dave Roberts
IS / IT Director, UK Power Networks
The standard of service that UK Power Networks delivers is stringently measured by their regulator, Ofgem. A range of their customers are regularly surveyed, being asked how satisfied they were and to score UK Power Networks out of ten. As such, excellent customer experience is one of the highest priorities for the CEO and the business, delivering outstanding customer service in the way that the customer chooses to receive it.
UK Power Networks tops the league table in customer experience (CX) measurement. This is judged on a number of aspects, including planned interruptions, general enquiries. It is very important to them to retain this position and the Liberty platform is helping them to drive forward in raising the CX bar.
UK Power Networks can equip people in the business, those who really understand the process, with the tools that they need to automate existing processes. They are using Liberty Create to develop many new digital journeys which deliver award-winning customer experience – watch the video to find out more.
* DNO – Distribution Network Operator
Find out how UK Power Networks have used Liberty Create to drive new digital services for customers, to deliver lean methodology efficiencies and to intelligently automate GDPR compliance.
8,000 Hours
saved in manual data entry
66%
efficiency saving
where quotes don’t convert to order
10 x FTE
time reduction saved in 12 months
Here’s how you can implement a large-scale drive for operational excellence.
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