Case Study: Codi transforms tenant contact and gains full visibility with Netcall's Liberty Converse

Codi boosts tenant contact visibility and increases surveys by 944% with Netcall

Codi, Wales's largest housing association, faced a challenge with its outdated contact center system, which provided no reporting capabilities or performance visibility for its team. This lack of insight made it difficult to manage operations and deliver an excellent tenant experience. To address this, Codi partnered with vendor Netcall to implement their Liberty Converse cloud contact center solution.

Netcall's solution provided Codi with real-time dashboards, comprehensive reporting, and integration with Microsoft Dynamics CRM. The results were significant, including absorbing a 6% increase in call volume without additional staff, extending operating hours, and achieving a 944% increase in completed tenant satisfaction surveys. The implementation by Netcall gave Codi full operational visibility, improved agent efficiency, and provided the tools for data-driven decision making.

Codi