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

CX Ambition New ways to provide frontline services

Blackburn with Darwen Borough Council faced sharply increased digital demand and COVID-related workforce changes that risked overwhelming its customer services. Working with Netcall and using the Liberty platform (Liberty Converse and Liberty Connect, including the Liberty Connect Web Assistant), the council needed to automate routine enquiries, smooth call peaks and protect advisor capacity while improving citizen experience.

Netcall implemented voice forms, call‑back routing and a Web Assistant to capture information 24/7, route enquiries to the right channel and automate simple transactions. The changes cut routine call handling from four minutes to one, delivered 99% positive feedback on call‑backs, and now see the Web Assistant answer 78% of interactions—reducing pressure on staff, handling greater call volumes and improving overall CX.

Blackburn with Darwen Borough Council

Ross McQueen

Customer Services Manager