Case Study: Camden Council gains richer citizen insights with Netcall

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

Camden Council serves over 210,000 people across almost 22 square kilometres in London and wanted a great customer experience with more choice. To build a holistic, connected view of citizens, it needed a new CRM system and better self-service options. Camden Council worked with Netcall and its Citizen Hub and Liberty Create platforms to address poor data quality in its legacy CRM and reduce manual errors and delays.

Netcall helped Camden Council deploy Citizen Hub as a low-code case management, workflow and process automation solution, with surveys, real-time journey views and a knowledge hub supporting service teams. The council went live with Citizen Hub within days, loaded 70k records from training to implementation, and moved from training to using CRM in 3.5 months. The result was improved citizen data quality, increased self-service and real-time customer journey views, with plans to expand workflows and case management across other services.

Camden Council

Phil Quickenden

Head of Customer and Registration Services