Utilities Use Cases

Utilities use cases span customer engagement, operations automation, case and incident handling, workforce enablement, legacy modernisation and intelligent decisioning, built and delivered on Liberty.

Utilities face significant challenges

Network Operators

Management of complex connections, field logistics and compliance.

Retail Energy Providers

Provide efficient and effective customer support whilst responding to changing economic and regulatory pressures.

Common needs and pressures

Self service for low carbon technology (LCT) and network upgrades

Coordinated field logistics: Scheduling, access, asset tracking, document capture

Regulatory compliance with auditable workflows and SLA controls

Priority services support for vulnerable customers

Seamless integration with Line of Business systems

What does Liberty do for utilities?

Connected customer experience

Omnichannel self-service, portals, conversational interfaces and a modern contact centre working as one.

Low carbon tech connection request

Customers or certified installers start a connection online (EV, heat pump, solar). The journey validates details, checks eligibility, books surveys/works and sends live updates. If the requestor switches to chat or call, agents see the case in one screen – no repeating themselves.

Payment support & debt relief

A guided hardship request with secure evidence upload. Eligibility rules and AI prioritise genuine hardship – customers review and accept a fair plan digitally. Agents can adjust the plan in one screen. Billing updates are automated.

Appointment booking & updates

Self-serve scheduling for surveys, meter exchanges or site visits. Confirmations, reminders and easy rescheduling reduce no shows.

Contact centre modernisation

Voice, chat, email and SMS handled in one desktop. Assistants deflect routine demand. AI routes by intent and prioritises Priority Service Register customers. Supervisors plan coverage with WFM and adjust intraday during storms or incident surges.

Operational efficiency and process automation

Join people, systems and data so work flows automatically and exceptions stand out.

Stores, parts and tooling logistics

Engineers request parts, depots pick/pack and custody tracked with scans. Site access codes and instructions shared securely. ERP stays in sync, returns/refurb loops cut write‑offs.

Scheduling, dispatch and field completion

Jobs raised from portal/alerts are skills‑matched and scheduled. Mobile apps guide engineers with forms, photos and site notes (offline capable). Completion packs land in the case automatically.

Two‑way payments and digital letters

Deposits, variations and refunds handled inside the workflow with audit trails. Digital letters pull the right data, use approved templates and file themselves against the case.

File flows and Integrations (when APIs aren’t available)

Managed file exchanges validate, throttle and route data. Schedules and exceptions are visible – no more mystery batches.

Case, incident and exception management

Omnichannel self-service, portals, conversational interfaces and a modern contact centre working as one.

Reactive jobs (mission‑directed works)

Fault alerts, emails or forms raise cases with evidence capture. Rules decide “auto‑assign vs review”, book appointments and track completion (photos, tests). Stalled cases escalate. Customers get plain‑English updates.

Priority services register (PSR) actions

Capture consent and flags once. Shape journeys everywhere: Welfare checks, appointment prioritisation, proactive outage comms. Time‑boxed reviews keep flags current.

Complaints and remedies

Intake across channels with sentiment/intent tagging. Structured investigation, approvals and fair outcomes (refunds, rework, goodwill). Themes feed a learning loop to stop repeats.

Workforce enablement

Unified desktops for handlers, mobile apps for adjusters and supervisor dashboards that keep everyone in lockstep.

Engineer and surveyor mobile apps

Role‑based UIs with offline capture (photos, notes, GPS), asset lookups and on‑site safety checks. Auto‑sync puts evidence straight into the case, fewer admin hours later.

Unified handler desktop (channels + case in one)

Agents handle voice/chat/email/SMS and see embedded case widgets in the same screen — rebook dates, raise jobs, trigger refunds, send letters — no tab‑hopping. Wrap‑up updates the case automatically.

Supervisor dashboards and command centre

SLA heatmaps, backlog and exception queues, resourcing/region views. One‑click actions to reassign, bulk‑move or nudge teams when risk rises.

Legacy extension and modernisation

Extend what you’ve got, replace what you must— without big bang risk.

Wrap and extend SAP/CRM

Expose only what teams need via role‑based apps and APIs. Add missing processes (eg hardship plans, PSR actions) without customising the core. Keep data in sync both ways.

Replace spreadsheets and point tools

Move ad‑hoc tracking and email threads into governed case workflows with audit and SLAs. Rebuild brittle forms/macros as reusable services.

Unified views across silos

Stitch together customer, asset and case data into a single view. Agents and supervisors finally see the whole journey – engagements, decisions, outcomes – in one place.

Embedded intelligence and decisioning

AI-driven routing, risk scoring, predictive insights and operational intelligence — used inside the workflow, not bolted on.

SLA and ETA predictions

Forecast which requests/jobs are at risk. Surface early warnings to supervisors, field teams and agents. Automatically nudge customers or re‑balance workloads.

Demand forecasts and capacity planning

Predict contact volumes (eg weather events) and feed workforce schedules. Highlight channels to deflect with proactive comms or assistants.

Risk and vulnerability signals

Spot hardship indicators to fast‑track payment support, flag safety‑critical incidents for human review, route complex connections to engineering with the right context.

Network‑specific signals (where available)

Use technical inputs (eg harmonics indicators) to inform triage, prioritisation and required approvals.

Use Case Library

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