Creating a low-code application for payment support
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.
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
✓
self-service
1 Week
for app build
Increased
customer support
“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
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