Camden Council gains richer insights into customer needs for a great customer experience.
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.
Quality of data in the legacy CRM system was poor, with manual input of forms leading to errors and delays in processing citizen data.
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
“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
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.
Richer
quality citizen data
More
self-service
Real-time
customer journey views
Drive transformation with intelligent automation that results in outstanding citizen experiences.
The Patient Administration System was being updated to give more flexibility to meet patient and staff needs, but the Trust wanted to enable more ways for patients to engage digitally with clinical services – and their contact centre solution was reaching capacity.
Like other district councils, there was a hesitancy around moving to online services, but this digital team is helping the council grow its confidence. Their goal is to use customer intelligence to drive digital engagement and grow its digital relationship with residents.
Hertsmere’s team wanted to provide online customer accounts to track case progress, enable interaction digitally as well as over the phone. Low-code provided them end-to-end delivery and moved them from a paper-based system, to completely paper-free systems.