Powering Efficiency for Customers

Low-code driving new digital services for customers

The challenge

Rising global energy prices, the pandemic and recent climate events have all driven an increase in customers facing some sort of vulnerability. At the same time, tech savvy customers increasingly demand new levels of support and services. UK Power Networks serve 19 million people across 8.3 million homes and businesses and they must continue to meet growing demand in-line with their business priorities:

  • Tackle the climate crisis by connecting renewable energy, electric car chargers and low carbon heating
  • Meet customers evolving needs by improving services and go above and beyond for the communities served
  • Support customers in vulnerable circumstances

A quick, easy approach to transforming

UK Power Networks utilised the power of Liberty Create, our low-code platform, to quickly deliver many successful automated projects, and revolutionised many services for customers. They then extended the use of Liberty platform, Netcall’s AI-powered automation and customer engagement platform, across the wider business to support new projects.

This includes a Priority Services Register, which helps vulnerable customers during a power cut. And two-way payments, to seamlessly receive and make payments to customers.

“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

The solution

“We were able to fully adopt an agile methodology, release a minimum viable product, and then continually improve that to stem up from a viable product to a market-leading low carbon technology application system. We are processing more applications for low carbon technologies than other Distribution Network Operators and we’re doing it with the highest customer satisfaction scores from Ofgem.”

Ben Elmy

Product Manager for Domestic Low Carbon Readiness, UK Power Networks

The result

  • 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
  • Liberty Create is AI-powered, which means it provides richer insights to data, allows outcomes to be predicted and therefore improves business decision making
  • Relieves the burden on employees – who can now spend their time on tasks which are more interesting and higher-value, and enhance customer experience
  • Superb customer experience as a result
#1 company in the UK for customer service

UK Power Networks was named as #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.

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 connect the customer journey, to deliver lean methodology efficiencies and to intelligently automate GDPR compliance.

Impact

Rapid

application development

Scale

digital transformation

#1 in the UK

for customer service

Building applications. Fast.

Here’s how you can implement a large-scale drive for operational excellence.

Low-code See it in action

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