Netcall B2B Case Studies & Customer Successes

Using business process discovery to help clients really understand what makes their business tick

A2Z Cloud

Lucy Beck

Managing Director

Accord Mortgages triples UK market share and speeds mortgage processing with Netcall's MATS®

Accord Mortgages

Michael Ratcliffe

Operations & Planning Manager

Adur & Worthing Councils achieves rapid low-code service transformation and efficiency savings with Netcall

Adur & Worthing Councils

Paul Brewer

Director for Digital & Resources

Form Builder application lets service users build simple forms to free up development time

Adur & Worthing Councils

James Bovington

Senior Digital Developer

Ashfield District Council achieves 24/7 online services and low-code digital transformation with Netcall

Ashfield District Council

Ben Evans

Senior Digital and Web Developer

Using robotic process automation to free up staff and overcome manual processes

ATS Euromaster

David Robson

IS/IT Director

Azmm Hospital Maria Middelares achieves faster, safer allergy medication delivery with Netcall's Liberty RPA

Azmm Hospital Maria Middelares

Kris Ranson

Head of Central Collection

Baloise Quadruples STP with AI & Automation

Baloise Group

Caroline Raes

Teamleader Operational Support Transversaal

BBC Studios achieves smooth, professional call handling and rapid queue deployment with Netcall (Liberty Converse)

BBC Studios

Martin Oliver

Infrastructure Communications Team Leader

Blackburn with Darwen Borough Council achieves £60k annual savings and improved call handling with Netcall

Blackburn with Darwen Borough Council

Ross McQueen

Customer Services Manager

Blackburn with Darwen Borough Council achieves 78% web automation and reduced customer-service pressure with Netcall's Liberty Platform

Blackburn with Darwen Borough Council

Ross McQueen

Customer Services Manager

Bracknell Forest Council frees up emergency services team to focus on complex cases

Bracknell Forest Council

John Harrison

Executive Member for Culture, Delivery and Public Protection

Cairn Housing Association achieves a seamless omnichannel tenant journey with Netcall's Liberty low-code platform

Cairn Housing Association

Neil Golightly

Business Services Manager

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

Camden Council

Phil Quickenden

Head of Customer and Registration Services

Process improvement that inspires everyone in the organisation

Carte Blanche

Stuart Morgan

Design Engineer

How Liberty Spark helps NHS mental health services for children and young people in south London

Change Platform Consulting

Top Food Brand Relies on Super-fit Processes as Sales Surge

Charlie Bigham’s

Mike Calverley

Head of IT

Chelsea and Westminster Hospital achieves 31% reduction in DNAs and two-week ROI with Netcall Remind+

Chelsea and Westminster Hospital

Alex Prior

Outpatient Service Improvement Lead

Chesterfield Royal Hospital achieves 65% digital appointment take-up and reduces DNAs with Netcall Patient Hub

Chesterfield Royal Hospital

Claire Carson

Associate Director

Creating a roadmap to success

Cielo

Erin Arkin

Project Management Lead

Clinigen achieves unified teams and cloud-based customer experience with Netcall Liberty Converse

Clinigen

Andrew Parker

Vice President IT

Clyde Valley improves workflow processes to transform social housing experience

Clyde Valley Housing Association

Paul Byrne

Senior Business Improvement Officer

How Croydon Council built 30+ applications and saved more than £1 million each year

Croydon Council

Kevin Rowe

Digital Platform Development Manager

A Council’s Journey to Digital Efficiency and Sustainability

Cumberland Council

Craig Barker

Senior Manager – Digital and Customer Experience

Cumbria County Council achieves rapid digital transformation and major cost savings with Netcall

Cumbria County Council

Kate Hurr

Digital Manager

Dacorum Borough Council achieves a single-number automated switchboard and 85% first-attempt call routing with Netcall's ContactPortal

Dacorum Borough Council

Tracy Lancashire

Team Leader

DI Blue seamlessly rolls out complex flight invoicing system built in low-code

Digital Innovation Blue

Dreams achieves seamless, personalised customer experience and agile contact-centre operations with Netcall's Liberty Platform

Dreams

Sam Johnson

Head of Customer Services

Dreams achieves a seamless, treacle-free customer experience with Netcall's Liberty Platform

Dreams

Mike Logue

Chief Executive Officer

East Dunbartonshire Council becomes a one-number, PCI-compliant council with Netcall Converse

East Dunbartonshire Council

East Midlands Railway achieves rapid deployment and improved customer and employee experience with Netcall's Liberty Converse

East Midlands Railway

Nara Burne

Business Change Manager – CX

Ecliptic delivers powerful digital platform to transform insurance Value Chain relationships

Ecliptic

Paul Bermingham

Chief Executive Officer

How ForHousing transformed effective tenant engagement and efficiency with Liberty Converse

ForHousing

Michael Beagin

Operations Support Officer

Hampshire Hospitals NHS Foundation Trust achieves 65% patient portal uptake and reduces 8,000 letter templates to three with Netcall Patient Hub

Hampshire Hospitals NHS Foundation Trust

Phil Thwaites

Digital Care Programme Manager

Hampshire Trust Bank achieves faster delivery and major cost savings with Netcall Liberty Create

Hampshire Trust Bank

Russ Fitzgerald

Chief Information Officer

Harborough District Council achieves rapid digital transformation and improved customer experience with Netcall

Harborough District Council

Rachael Felts

Customer Services and Engagement Manager

Heart of England NHS Foundation Trust achieves centralised contact centre efficiency and improved call management with Netcall's Liberty Converse

Heart of England NHS Foundation Trust

Lyn Ward

Telecoms Manager

Fostering a Culture of Process Excellence

Henderson Group

Patricia White

Business Transformation Analyst

Hertsmere Borough Council achieves digital transformation and paper-free, faster services with Netcall's Liberty Create

Hertsmere Borough Council

Lee Gallagher

Customer Services & Digital Transformation Manager

Effective cross departmental communication

Highlight

Antony Bream

Managing Director

Holland & Barrett - Customer Case Study

Holland & Barrett

Flexibility to Seamlessly Scale to Deliver Customer Care that Meets Gen Z Expectations

Homes for Students

Lee Rawlinson

Director

Imperial College drives efficient omnichannel digital service and an improved patient experience

Imperial College Healthcare NHS Trust

John Wintour-Pittom

Head of Operations for Trust Telecom

Imperial College Healthcare NHS Trust optimises inbound and emergency call handling rates

Imperial College Healthcare NHS Trust

John Wintour-Pittom

Head of Operations for Trust Telecom

Enhancing Efficiency and Accuracy in Insurance with Intelligent Document Processing

Input For You

Alain Dewispelaere

Chief Customer Value Officer

Ipswich Hospital NHS Trust achieves 38% outpatient DNA reduction and £322k savings in 6 months with Netcall

Ipswich Hospital NHS Trust

Patrick Harrington

Senior Implementation Specialist

IRIS Software Group - Customer Case Study

IRIS Software Group

Jenna Taylor

Senior Business Analyst – Transformation Team

ITV achieves operational excellence and 10-second incident alerts with Netcall's Create low-code platform

ITV

Jane Laurance

Head of Specialist Broadcast Schedules

Maximising Digital Automation in Channel Shift

Kirklees Council

Steve Bird

Head of Welfare & Exchequer Services

Delivering case management efficiency and streamlined service delivery of welfare rights, through digital autonomy

Lancashire County Council

Joanne Barker

Welfare Rights Manager

Lancashire Teaching Hospitals NHS Foundation Trust achieves 85% fewer internal switchboard calls and 53% first-time external routing with Netcall ContactPortal

Lancashire Teaching Hospitals NHS Foundation Trust

Louise Simpson

Head of Telecommunications

Large Infrastructure Organisation accelerates change and improves customer experience with Netcall Liberty Create

Large Infrastructure Organisation

Leeds Teaching Hospitals NHS Trust achieves faster call handling and low single-figure abandoned-call rates with Netcall Liberty Converse

Leeds Teaching Hospitals NHS Trust

Richard Moyes

General Manager

Trust-wide, rapid roll-out of Patient Hub with NHS app integration

Leeds Teaching Hospitals NHS Trust

Rob Child

Programme Manager (Outpatient CSU)

Improving efficiency and customer communication with a smooth customer journey

Legal & General

Paul Buckle

Change Manager

Mott MacDonald achieves nationwide Adoption Support Fund rollout in 6 weeks to help thousands of adopted children with Netcall

Mott MacDonald

Ian Leave

Practice Lead – Business Process Digitisation

Nationwide Building Society achieves streamlined, scalable banking and 79% more account switches with Netcall's Create low-code platform

Nationwide Building Society

Richard Marriott

Head of Savings

Nationwide Building Society achieves 79% increase in account switches with Netcall MATS platform

Nationwide Building Society

Rudolf Heaf

Nationwide’s Head of Banking Operations

Nationwide Building Society achieves record ISA processing — 100,000+ applications/week — with Netcall MATS

Nationwide Building Society

Nationwide Building Society boosts member experience and loyalty with Netcall's Social Manager

Nationwide Building Society

Callum Lea

Senior Change Manager

Nationwide Building Society achieves proactive member alerts and reduced contact centre calls with Netcall's Liberty Create

Nationwide Building Society

Mark Pierson

Head of Group Incident Management

Low-code solution makes account switching fast, error-proof and able to meet SLAs

Nationwide Building Society

NCP achieves real-time CX transformation and 6x faster email handling with Netcall's Liberty Converse

NCP

Hema Nagar

Head of Marketing

Network Certification Body portal enables efficient assessments and complex document handling

Network Certification Body

Sam Brunker

Network Rail achieves reduced costs, risks and delays with Netcall's Liberty Create

Network Rail

Mark McMonagle

Business Systems Development Manager

Network Rail achieves rapid, compliant RAMS approvals with Netcall's Liberty Create eRAMS solution

Network Rail

Anand Patel

Head Of Technology & Innovation

Network Rail achieves process automation at scale and efficiency gains with Netcall

Network Rail

Anand Patel

Head Of Technology & Innovation

Network Rail use Liberty Create to fully digitise a 100% paper-based security process

Network Rail

Scott Green

Head of Route Stations, Liverpool Lime Street & Manchester Piccadilly Station

Newcastle City Council streamlines community grants processes with low-code

Newcastle City Council

Paul Doney

ICT Manager Digital Solutions

NHS Dumfries & Galloway achieves 67% digital appointment responses and 50% paper/postage savings with Netcall Patient Hub

NHS Dumfries & Galloway

Graham Gault

IT Director

NHS Highland - Customer Case Study

NHS Highland

Jamie Forrester

Head of Health Records

NHS Lothian frees nurses' time and handles 97% of test-result calls with Netcall

NHS Lothian

Northern Devon Healthcare NHS Trust achieves 54% automated call handling and reduced switchboard strain with Netcall Converse

Northern Devon Healthcare NHS Trust

Gill Buckler

Telephony Service Manager

Northumbrian Water achieves easier, faster customer payments with Netcall’s payment support app

Northumbrian Water

Angela MacOscar

Head of Innovation

Achieving Operational Excellence and Scaling Efficiently

Ocasa Homes

Astarday Lockett

Process Manager

Transforming Process Mapping and Stakeholder Management

Page Outsourcing

Iulia Cioclea

Business Analyst

Pluxee UK adopt Liberty Spark to drive process documentation

Pluxee

Qaudir Ahmed

Business Process Owner

The Royal Borough of Kensington & Chelsea (RBKC) achieves 60-minute per-officer time savings and paper-free, streamlined waste services with Netcall (Liberty Create & Liberty Converse)

RBKC

Ken Thompson

Contracts and Enforcement Manager

Roll Back Malaria achieves near-elimination of antimalarial stock-outs and improved access for 40 million Tanzanians with Netcall's SMS for Life

Roll Back Malaria

Rotherham NHS Foundation Trust achieves faster, more efficient digital patient interactions with Netcall's cloud contact centre

Rotherham NHS Foundation Trust

James Rawlinson

Director

Simplifying Patient Communications with the NHS

Rotherham NHS Foundation Trust

James Rawlinson

Director of Health Informatics

Transforming patient experience with our patient engagement portal, Patient Hub

Royal Cornwall Hospitals NHS Trust

Claire Florey

SRO – Outpatient Transformation

The Royal Cornwall Hospital NHS Trust trials LAMP testing with Liberty Create

Royal Cornwall Hospitals NHS Trust

Ian Nicholls

eHealth Transformation Manager

Embracing Digital Change and Optimising Automation

Salford City Council

Sue Virgin

Revenues Operations Manager

Digitising for customised case management

Scottish Forestry

Kyle Usher

Head of Innovation

Scrutton Bland’s digital transformation delivers tangible benefits and predictable return on investment

Scrutton Bland

Ryan Pearcy

SB Digital Associate Director

Enhanced customer journeys with low-code powered customer insights

Sevenoaks District Council

Amy Wilton

Head of Information and Customer Solutions

Sheffield Hallam University achieves 15% more course offers and under 10-second wait times with Netcall

Sheffield Hallam University

Lindsey White

Student Recruitment Manager (Operations)

Sheffield Teaching Hospitals NHS Foundation Trust achieves up to 40% reduction in missed appointments and up to £1M annual savings with Netcall Remind+

Sheffield Teaching Hospitals NHS Foundation Trust

Paul Harriman

Assistant Director

South Hams District Council achieves 3× faster process delivery and £450k savings with Netcall Liberty Create

South Hams District Council

Mike Ward

Head of IT Practice

RPA for Faster More Efficient Working Enhancing accuracy and efficiency with Liberty RPA at South Hams District Council

South Hams District Council

Jim Davis

Head of Customer Improvement

Revolutionising Customer Experience in Social Housing

SouthLakes Housing

Paul Aitken

Systems and Change Lead

Spire Leicester Hospital achieves 98.5% call-back success and reduces call abandonment with Netcall's QueueBuster

Spire Leicester Hospital

Julie Walton

Administration Manager

Sportpaleis Group achieves rapid mass ticket re-seating and significant time and cost savings with Netcall's Liberty RPA

Sportpaleis Group

Stefan Esselens

Chief Technology and Innovation Officer

RPA eases the Children’s Social Care workload and speeds up delivery

St Helens Borough Council

Michael Roberts

Systems Support Manager – ICT and Digital Delivery

Tewkesbury Borough Council achieves improved online services and £100k+ savings with Netcall (Liberty Create)

Tewkesbury Borough Council

Joe Cole

Lead Digital Officer

Tewkesbury Borough Council embraces digital transformation with its new planning applications tracker

Tewkesbury Borough Council

Clare Evans

Associate Director – Transformation

A digital drive towards greater CX

The West Brom

Matthew Hunt

Senior Technical Operations Manager

Thomas Cook achieves 20-minute issue resolution and empowers 800 resort reps with Netcall (MATS®)

Thomas Cook

David Spickett

Head of Lean Capability

UK Power Networks achieves 83% efficiency savings and improved customer experience with Netcall's Liberty Create

UK Power Networks

Jon Hornsey

Lean Programme Manager

UK Power Networks achieves 8,000+ hours saved and 66% quote efficiency with Netcall's Liberty Create

UK Power Networks

Mark Ranger

Business Support Manager

Low-code driving new digital services for customers

UK Power Networks

Dave Roberts

IS/IT Director

Using low-code to connect the customer journey, helping both staff and customers

UK Power Networks

Dave Roberts

IS/IT Director

University Hospitals Birmingham NHS Foundation Trust achieves rapid cloud migration and consolidated, cost-effective contact centres with Netcall

University Hospitals Birmingham NHS Foundation Trust

University of Hertfordshire achieves resilient remote clearing and smarter call management with Netcall Liberty Converse

University of Hertfordshire

Jilly Crosby

Head of Admissions

https://www.netcall.com/customers/valleys-to-coast-agile-case-management/

Valleys to Coast

Neil Tamplin

IT / Digital Services Manager

Wakefield Metropolitan District Council - Customer Case Study

Wakefield Metropolitan District Council

Anthony Derbyshire

Business Development Manager

Councils enrich experience with multi-channel engagement

Wandsworth Borough Council

Simon Batchelor

Head of Customer Services

Waverley Borough Council achieves digital autonomy and improved resident services with Netcall's Citizen Hub

Waverley Borough Council

Henry Ascoli

Digital Customer Experience and Website Manager

Using chatbot automation at Worcestershire County Council for stronger citizen experiences

Worcestershire County Council

Paul Appleyard

Customer Services and Representations Manager

Netcall B2B Case Studies & Customer Successes

Case Studies

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