The challenge
In a sector where you are scored for every customer interaction, CX is crucial. UK Power Networks own, construct and maintain the electricity infrastructure across London and the South East of England – making sure the lights stay on.
Consumers understand very little about connecting electricity to their property or premises, mainly equating it to switches and wires, rather than the massive cables below the road, or the transformers and power stations needed to turn on a lightbulb.
Introducing automation to the CRM
The SAP CRM system is a core tool at UK Power Networks – it was robust but without automation capability. Trying to give customers good service while using a system with manual processes proved problematic, particularly at busy times. Using Liberty Create, our low-code platform, they set out to integrate the CRM and to automate several elements of a process.
“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