Giving customers the power to smart connect
Netcall is proud to be working with UK Power Networks in supplying the platform behind Smart Connect — a customer portal that provides Low Carbon Technologies (LCT) connections.
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The power to develop award winning digital transformation
13th of December 2023
UK Power Networks was a double winner at the Utility Week Awards 2023, held on 5th December 2023. As well as taking home the coveted Utility of the Year title, the electricity distribution network also won the Digital Transformation award.
The Digital Transformation award recognises UK Power Network’s innovations which include a programme which enables meter operators to upgrade domestic fuses and a customer portal that provides low-carbon technologies connections, furthering the firm’s environmental goals as well as delivering on customer experience.
Netcall is proud to work with UK Power Networks in supplying the low-code intelligent automation platform behind their digital applications and customer portals, Liberty platform.
Giuseppe Bomboi, Head of Key Account Management at Netcall, explains that Liberty platform supports companies like UK Power Networks in driving forward their digital ambitions and innovation.
“The portals that UK Power Networks have built using Liberty platform are helping to deliver on the organisation’s goal of providing outstanding customer service. When the Smart Connect portal was introduced, it received 95% customer satisfaction scores. Our intelligent automation platform handles customer enquiries for UK Power Networks without the need for human intervention. This ensures 80% of all requests are automatically approved, takes the lead time for applications down from ten days to a matter of minutes and customers are guided smoothly through the connection process. Congratulations to UK Power Networks on recognition at the Utility Week Awards for their fantastic work in driving digitisation for enhanced customer experience.”
Giuseppe Bomboi
Head of Key Account Management, Netcall
The utility sector has been on a digital journey for some time and the judges in the digital transformation category were looking for tangible results. The judges were pleased to see that the winning UK Power Networks entry showed a clear consideration of how customers would ultimately benefit from their digital initiatives.
“Our double win in these awards recognises the fantastic achievements of our teams who work tirelessly to keep power flowing for our customers We couldn’t have achieved our industry leading transformation without the support of the Liberty Create platform. It’s given us the foundations and framework for integrating innovation projects into our business as usual practise, which is improving performance and helping us to continue to drive forward in meeting and exceeding the ever increasing demands of our installers and customers.”
Ben Elmy
Product Manager – Low carbon Readiness, UK Power Networks
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