Making customer payments easy

Creating a low-code application for payment support

The challenge

Customers accessing Northumbrian Water’s web and app services wishing to change their payment arrangements were not getting a great customer experience. Customers were able to make a payment offer to Northumbrian Water, but there was no instant decision that would allow them to manage their payments with them.

Northumbrian Water wanted to explore if low-code could help them deliver quicker solutions and how much volume could they redirect from their call centre. And could they improve their rant and rave scores in the process.

Innovation-led projects

The idea for the payment support application came from the Netcall Daily Dash that was part of the 2020 Innovation Festival. They used Liberty Create, our low-code platform, to tackle the issue.

“Our customers are very much at the heart of everything we do, especially during the difficult times that we are currently experiencing. This new app will provide our customers with the extra support that they may need, and will also reduce worry.”

Angela MacOscar

Head of Innovation, Northumbrian Water

Impact

self-service

1 Week

for app build

Increased

customer support

The solution

“It will enable customers to better manage their accounts, and I can’t wait to see the progression of the app.”

Angela MacOscar

Head of Innovation, Northumbrian Water

The result

  • Self-service portal
  • Multi-channel options
  • Payment support app built in 1 week
  • Extra customer support
  • Automated processing
Hear it for yourself

Building applications. Fast.

Deliver better experiences and streamlined workflow, rapidly and with less resource, thanks to low-code development

More case studies

UK Power Networks | Lean methodology efficiency with low-code

The Lean Improvement Team are tasked with up-skilling and empowering employees to consistently achieve better business results. As 60% of their time was spent administering the process and arranging assessment appointments, they needed a more efficient, effective way to collaborate with teams across the organisation.

Northumbrian Water video