The challenge
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.
Introducing automation to the CRM
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.”
Tim Ip
Digital Lead – IS, UK Power Networks
The solution
Using the Liberty platform, UK Power Networks can now equip people in the business, those who really understand the process, with the tools that they need to automate existing processes and develop new digital journeys to support customers.
With IT often under pressure to manage an ever-growing task queue, transformation projects can make slow progress. Using the business user’s understanding of business processes, speeds up the delivery of change, without compromising on standards or security.
The Liberty platform is AI-powered, which means it provides richer insights to data, allows outcomes to be predicted and therefore improves business decision making.
These solutions allow UK Power Networks to relieve the burden on employees, who can spend their time on tasks which are more interesting, higher-value and enhance customer experience.
UK Power Networks was named #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. The ability to control and develop their digital processes allows UK Power Networks’ people to focus on delivering outstanding customer service.
“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.”
Tim Ip
Digital Lead – IS, UK Power Networks
The result
Users share the work
low-code enables business users, who are not trained in coding, to share some development work – IT’s workload doesn’t build up and cause delays, no compromise in standards and security
12 Minutes saved
manual completion of an customer application used to take 12 minutes – the process is now completely automated and, as they handle 24,000+ applications per year, the time saving is staggering
Surveys
used to take staff 12-15 minutes to raise and book, with automated processes, this is now reduced to 30 seconds -staff only have to find a convenient slot on the planning board – Create does the rest
Reduced routine tasks
staff are free to focus on providing better customer experience
Less manual work
the system now populates information, beneficial for training, retention of staff and for business continuity
Faster process
processing applications is quicker, easier and with fewer errors
Customer journey
the customer journey is altogether smoother and slicker
The highest standards
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.
Tackling project after project – Hear it for yourself
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.