NETCALL SUCESS STORY / CAMDEN COUNCIL

Connected citizen views

Camden Council gains deeper understanding of customer needs to enhance the customer experience.

Netcall-Camden-Council
IMPACT & OUTCOMES

1.

Richer quality of citizen data

2.

More self-service options

3.

Real-time view of customer journey

Brief

The London Borough of Camden Council provides services to over 210,000 residents across nearly 22 square kilometres in central London.

Striving to make a significant impact within their community, Camden Council envisions offering its citizens an excellent customer experience with increased self-service options. To build a comprehensive, interconnected view of their citizens, they required a new CRM system to better understand citizens' needs. Simultaneously, additional self-service options would enable service teams to realise their goal of a fully integrated omnichannel contact centre.

 
About Camden Council
  • Services 218,000 residents
  • 108,236 dwellings
  • 92,758occupied households

Address quality issues

The data quality in the legacy CRM system was subpar, with manual form entries leading to errors and delays in processing citizen data.

A joined up view

Transitioning from isolated systems would provide a comprehensive perspective on citizen interactions and records, enhancing the user experience. They implemented Citizen Hub, Netcall's comprehensive, low-code solution for case management, workflow, and process automation for councils.

Camden-council-logo-white

“What we have been able to do with Netcall, which we’ve never been able to achieve with any of our other products is the ability to go from an idea to the build and test environment and then to have it live within another week.”

Phil Quickenden
Head of Customer and Registration Services, Camden Council

Solution

Richer citizen insights

Camden Council utilise their new CRM, developed in Netcall's low-code process automation platform, Liberty Create, to effortlessly access crucial data about each customer. Surveys conducted during calls provide insights into the journey, while post-call surveys assess their service experience for a more integrated view within the CRM.

In addition to profiling each type of inquiry, the team can observe the customer journey in real-time, enabling agents to form a comprehensive understanding of each individual. It also quickly identifies opportunities for service enhancements to be expanded across other areas.

Citizen Hub

Citizen Hub is an effective solution for consistently enhancing council services in a swift and economical manner. Local authorities gain access to specialised apps tailored for their needs. The user-friendly technology empowers council users with low-code development capabilities, enabling them to continuously enhance services efficiently and cost-effectively.

Local authorities can also exchange ideas and advice with peers from other councils, becoming part of Netcall's collaborative community.

Aiming to enhance customer experience, Camden will provide omnichannel services to manage demand effectively. With versatile teams, they will address emails, phone calls, and increase webchat usage to manage high-demand areas such as housing repairs.

Re-engineered processes

Service designers from strategy and design teams collaborate with technical CRM staff to explore solutions from the perspectives of people, processes, and technology. This innovative process journey mapping approach ensures the team employs the appropriate individuals to improve processes based on data.

Instead of depending solely on technology to provide a positive customer experience, a knowledge hub immediately informs the team about what they need to know regarding internal processes at the point of contact.

Multi-skilled empowered teams

From initial training to managing call logs, the service team launched Citizen Hub within a few days. Now, team members can independently implement enhancements, promoting increased self-service in other council departments.

By combining technical expertise with insights into non-technical processes and workflows, a multi-disciplinary team encompasses skills in user experience, product management, development, and business analysis.

Low-code automation

Caution register

Camden Council has developed a caution register integrated with their CRM. This provides a built-in process to identify and flag concerns related to specific individuals, with a workflow that escalates these issues to various management levels in a centralised manner.

Blue Badge service

The team is collaborating with Netcall, leveraging their expertise and council experience to deliver an accessible transport service solution. This knowledge transfer is enhancing the team's confidence and aiding in identifying issues related to process and planning.

Camden-council-logo-white

“There’s a big buzz around the platform, seeing that potential of connecting what are normally quite disparate parts of the organisation. Information is currency – and the rest of the organisation is thinking how they can get the most from this information.”

Phil Quickenden
Head of Customer and Registration Services, Camden Council

Results

Loaded-records

70k records

loaded from training to implementation

Calendar-training

3.5 months

from training to using CRM

Increased-self-service-options

Increased

self-service options

Rapid-go-live

Rapid

deployment and go live

Hours-saved

Real-time

customer journey views

Instant-reporting

Improved

citizen data quality

What's next?

Camden Council intends to enhance case management requirements for community safety by developing a module in Create. By broadening their use of workflows, they aim to support council services and provide a clearer customer journey, improving first contact resolution. Leveraging their expertise, the team is exploring new opportunities in other council service areas. Increase the use of workflows within the system to enhance first contact resolution and ensure a transparent customer journey.

Enhance your citizens’ experiences