Case Study: UK Power Networks achieves 8,000+ hours saved and 66% quote efficiency with Netcall's Liberty Create

UK Power Networks - Customer Case Study

UK Power Networks, which owns and maintains electricity infrastructure across London, the South East and East of England, needed to protect its top-ranked customer experience while reducing manual work in a legacy SAP CRM environment. Facing regulator scrutiny and high volumes of complex connection applications, they engaged Netcall and its Liberty Create low-code platform to connect the customer journey and automate frontline processes.

Netcall implemented Liberty Create to integrate CRM and ERP systems, automate data entry and streamline application and survey workflows—allowing business users to build solutions without overloading IT. The result: automated 12 minutes per application across ~24,000 quotes a year, survey booking reduced from 12–15 minutes to 30 seconds, over 8,000 hours of processing time saved, a 66% efficiency gain on non-converting quotes and a 10 FTE time reduction within eight months, while maintaining and improving CX scores.

UK Power Networks

Mark Ranger

Business Support Manager