Technology Category
- Application Infrastructure & Middleware - Event-Driven Application
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Electrical Grids
- Renewable Energy
Applicable Functions
- Sales & Marketing
Use Cases
- Leasing Finance Automation
- Time Sensitive Networking
About The Customer
UK Power Networks is a major electricity distribution network operator for London, the South East and East of England. The company serves 19 million people across 8.3 million homes and businesses. They are committed to tackling the climate crisis by connecting renewable energy, electric car chargers, and low carbon heating. They strive to meet customers' evolving needs by improving services and going above and beyond for the communities they serve. They also aim to support customers in vulnerable circumstances, especially in the wake of rising global energy prices, the pandemic, and recent climate events.
The Challenge
UK Power Networks, serving 19 million people across 8.3 million homes and businesses, faced a significant challenge in meeting the growing demand for new levels of support and services. The rising global energy prices, the pandemic, and recent climate events have increased the number of customers facing vulnerability. The company had to tackle the climate crisis by connecting renewable energy, electric car chargers, and low carbon heating. They also had to improve services to meet customers' evolving needs and go above and beyond for the communities served. Furthermore, they had to support customers in vulnerable circumstances. The challenge was to quickly and efficiently transform their services to meet these demands.
The Solution
UK Power Networks utilized Liberty Create, a low-code platform, to deliver automated projects and revolutionize services for customers. They extended the use of the Liberty Platform, Netcall’s AI-powered automation and customer engagement platform, across the wider business to support new projects. This included a Priority Services Register to help vulnerable customers during a power cut and two-way payments to seamlessly receive and make payments to customers. They also developed several applications like Mission Directed Work, Compliance Manager, Smart Quote, Smart Connect & Portal to engage employees, drive performance enhancements, manage GDPR, automate customer connection applications, and support the connection of new low carbon technologies. These applications automated assessments, reduced processing times, issued instant approvals, and sent automatic referrals to teams when required.
Operational Impact
Quantitative Benefit
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