Case Study: UK Power Networks achieves 83% efficiency savings and improved customer experience with Netcall's Liberty Create

UK Power Networks uses low-code to deliver lean methodology efficiencies and drive CX

UK Power Networks, which owns and maintains electricity infrastructure across London, the South East and East of England, needed to make its Lean Improvement Team more efficient: 60% of team time was spent on administration, scheduling and manual spreadsheets rather than driving performance improvements. To address this, they turned to Netcall and its Liberty Create low-code platform to digitise and standardise assessment workflows and communications.

Using Liberty Create (built by a four-person team with one technically trained user and support from Netcall), UK Power Networks automated reminders, rescheduling and data capture, expanding the programme from 6 to 75 teams and improving order-processing for customer connections. The solution cut administration from 60% to 10% of weekly time (an 83% efficiency saving), boosted customer experience and Ofgem rankings, and supported evidence for the Platinum Investors in People award.

UK Power Networks

Jon Hornsey

Lean Programme Manager