Connected citizen views

Camden Council gains richer insights into customer needs for a great customer experience.

The challenge

London Borough of Camden Council serves over 210,000 people across almost 22 square kilometres in the heart of London.

Making a real difference across their community, Camden Council has a vision of giving its citizens a great customer experience, with more choice. To build a holistic, connected view of their citizens, they needed a new CRM system to gain insights into the needs of citizens. At the same time, more self-service options would help empower service teams in achieving their vision of a true omnichannel contact centre.

Address quality issues

Quality of data in the legacy CRM system was poor, with manual input of forms leading to errors and delays in processing citizen data.

A joined up view

Moving away from standalone systems would ensure a complete view of citizen interactions and records for a better user experience. They deployed Citizen Hub, our full-stack, low-code case management, workflow and process automation solution for councils.

“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

The solution

“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

The result

  • 70k records loaded from training to implementation
  • 3.5 months training to using CRM
  • Increased self-service
  • Rapid go-live
  • Real-time customer journey views
  • Improved citizen data quality
What’s next

Camden Council plans to expand on case management requirements for community safety by building a module in Create. Expanding their use of workflows will support council services and deliver a more transparent customer journey, boosting first contact resolution. Building on their skills, the team are considering new opportunities across other council service areas. expand use of work flows through the system to boost  first contact resolution and transparent customer journey.

Impact

Richer

quality citizen data

More

self-service

Real-time

customer journey views

Build the applications you need. Fast.

Drive transformation with intelligent automation that results in outstanding citizen experiences.

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