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 Streamline Application Process With Mats

Accord Mortgages

Michael Ratcliffe

Operations & Planning Manager

A digital team, formed of citizen developers and traditional IT staff, are providing low-code enabled Innovation-as-a-Service for the council’s evolving requirements

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 embraces digital transformation with Citizen Hub

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

Improving process efficiencies – robotic process automation to deal with complex tasks which are highly repetitive

Azmm Hospital Maria Middelares

Kris Ranson

Head of Central Collection

Baloise Quadruples STP with AI & Automation

Baloise Group

Caroline Raes

Teamleader Operational Support Transversaal

ACD enables smooth, professional call handling, ensuring that external callers are transferred to the right department with minimum effort

BBC Studios

Martin Oliver

Infrastructure Communications Team Leader

Contact Centre Software Saves £60k Per Year

Blackburn with Darwen Borough Council

Ross McQueen

Customer Services Manager

CX Ambition New ways to provide frontline services

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

Transforming the tenant journey with digital channels and back-office connectivity

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

How Patient Reminders Can Make an Instant Impact in Reducing Dna Rates

Chelsea and Westminster Hospital

Alex Prior

Outpatient Service Improvement Lead

Digital Self-service Portal Makes Life Easier for Patients

Chesterfield Royal Hospital

Claire Carson

Associate Director

Creating a roadmap to success

Cielo

Erin Arkin

Project Management Lead

Moving to the cloud with Liberty Converse enables delivery of more effective, seamless experiences for customers

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 - Customer Case Study

Cumbria County Council

Kate Hurr

Digital Manager

Automated Speech Bot for Single Number at Dacorum

Dacorum Borough Council

Tracy Lancashire

Team Leader

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

Digital Innovation Blue

How has Dreams used tech to drive CX

Dreams

Sam Johnson

Head of Customer Services

Replacing a customer engagement platform with a single integrated solution to deliver seamless experience across all service channels

Dreams

Mike Logue

Chief Executive Officer

Next level service delivery

East Dunbartonshire Council

Using Liberty Converse for seamless webchat and voice calls

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

79% Patient Uptake at Hampshire Hospitals

Hampshire Hospitals NHS Foundation Trust

Phil Thwaites

Digital Care Programme Manager

Pioneers of a digital approach to support expansion goals

Hampshire Trust Bank

Russ Fitzgerald

Chief Information Officer

Harborough District Council is on a fast-paced journey to a digital future with friction-free case management and improved customer experience

Harborough District Council

Rachael Felts

Customer Services and Engagement Manager

Contact Centre Move Brings Efficiency and Management Improvements

Heart of England NHS Foundation Trust

Lyn Ward

Telecoms Manager

Fostering a Culture of Process Excellence

Henderson Group

Patricia White

Business Transformation Analyst

Rapid reinvention of processes ripples through Hertsmere Borough Council with departments coming forward for transformation

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

How to reduce DNAs by 38% in just 6 months

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

Creating a low-code application for managing competition and voting campaigns

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

Liberty Converse deployed to take the strain in the face of the Covid pandemic

Lancashire Teaching Hospitals NHS Foundation Trust

Louise Simpson

Head of Telecommunications

Large Infrastructure Organisation - Customer Case Study

Large Infrastructure Organisation

Migration to a cloud-based contact centre cuts time hanging on the line

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

How Low-code helps the Adoption Support Fund support thousands of adopted children

Mott MacDonald

Ian Leave

Practice Lead – Business Process Digitisation

Low-code solution allows customers to exert improved flexibility and control of account balances

Nationwide Building Society

Richard Marriott

Head of Savings

Account switching made easy with MATS®

Nationwide Building Society

Rudolf Heaf

Nationwide’s Head of Banking Operations

A system for ISA processing specified and built within 8 weeks in low-code

Nationwide Building Society

Low-code application monitors conversation, engages with members and handles 1-1 responses via social media

Nationwide Building Society

Callum Lea

Senior Change Manager

Low-code application engages members during maintenance to online services

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 can now react and resource for changes immediately – improving call handling and customer experience

NCP

Hema Nagar

Head of Marketing

Network Certification Body portal enables efficient assessments and complex document handling

Network Certification Body

Sam Brunker

Network Rail develops a bespoke application using low-code

Network Rail

Mark McMonagle

Business Systems Development Manager

Fast Track to a Digital RAMS Approval System

Network Rail

Anand Patel

Head Of Technology & Innovation

Intelligent Automation at Network Rail

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

Patient portal achieves 67% digital responses

NHS Dumfries & Galloway

Graham Gault

IT Director

NHS Highland - Customer Case Study

NHS Highland

Jamie Forrester

Head of Health Records

Automated Results Service to Free Staff Time

NHS Lothian

Reducing the Strain on the Switchboard

Northern Devon Healthcare NHS Trust

Gill Buckler

Telephony Service Manager

Creating a low-code application for payment support

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 combination of Liberty Create and Liberty Converse have enabled RBKC to introduce speed, flexibility and control on their journey to digital

RBKC

Ken Thompson

Contracts and Enforcement Manager

Managing the Malaria Medicine Supply Chain

Roll Back Malaria

Interacting with patients digitally

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

Hosted solution enables increased offers during clearing

Sheffield Hallam University

Lindsey White

Student Recruitment Manager (Operations)

Utilising all appointment slots with a solution that pays for itself

Sheffield Teaching Hospitals NHS Foundation Trust

Paul Harriman

Assistant Director

South Hams District Council transforms processes faster to drive improved CX

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

Reducing Call Abandonment Improves Customer Experience

Spire Leicester Hospital

Julie Walton

Administration Manager

RPA bots rescue ticket rescheduling

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 transformed online experience to benefit their citizens, the environment and the bottom-line

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 empowers resort reps with MATS®

Thomas Cook

David Spickett

Head of Lean Capability

UK Power Networks uses low-code to deliver lean methodology efficiencies and drive CX

UK Power Networks

Jon Hornsey

Lean Programme Manager

UK Power Networks - Customer Case Study

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 - Customer Case Study

University Hospitals Birmingham NHS Foundation Trust

Hosted solution enables increased offers during clearing

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 shares digital services and using their own talent

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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