Case Study: UK Power Networks achieves faster customer service and automation gains with Netcall Liberty Create

Using low-code to connect the customer journey, helping both staff and customers

UK Power Networks, which owns, constructs and maintains electricity infrastructure across London and the South East of England, needed to improve customer service in a sector where every customer interaction is scored. Its SAP CRM system was robust but lacked automation, and manual processes made it difficult to serve customers efficiently during busy periods. UK Power Networks turned to Netcall and its Liberty Create low-code platform to connect the customer journey and automate parts of the process.

With Netcall’s Liberty Create, UK Power Networks enabled business users to automate existing work and build new digital journeys without adding pressure to IT. The results included 8,000 hours saved in manual data entry, a 66% efficiency saving where quotes do not convert to order, and a 10 x FTE time reduction saved in 12 months. Manually completing a customer application took 12 minutes and was fully automated, while raising and booking surveys dropped from 12-15 minutes to 30 seconds.

UK Power Networks

Dave Roberts

IS/IT Director