Customers accessing Northumbrian Waters 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.
Northumbria 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.
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 at Northumbrian Water
Northumbrian Water launched the new online payments support feature. Customers with a monthly plan, including direct debit, now see a banner on their online account, which opens a request form to allow them to change the amount they pay each month.
During the Innovation Festival 2020, Netcall completed a daily dash with attendees from water companies around the country looking at how low-code could help support customers struggling financially by providing a payment support app.
The payment support app is available for free to all Netcall low-code customers on our Community AppShare.
Watch the video
It will enable customers to better manage their accounts, and I can’t wait to see the progression of the app.
- Self-service portal
- Multi-channel options
- Payment support app built in 1 week
- Extra customer support
- Automated processing
You may also like:
It’s important to know how to cut through the noise and find the right low-code platform for your organisation. We’ve outlined ten tips in this blog.
See how our solutions are helping water companies.
We were delighted to take part in this year’s Northumbrian Water Innovation Festival. Where we created a payment support app in just one week.
Discover how Newcastle City Council uses Liberty Create to deliver a streamlined, end-to-end digital applications process for a range of grants, including CAZ.