Case Study: Sevenoaks District Council achieves digital service efficiency with Netcall

Enhanced customer journeys with low-code powered customer insights

Sevenoaks District Council worked with Netcall to improve digital service efficiency and support its proactive omnichannel customer service strategy. The council needed to manage rising inbound volumes, increase self-service, and replace disconnected data in its existing CRM and standalone forms system so it could improve the customer journey and reduce pressure on internal resources.

Using Citizen Hub, Liberty Create, and Liberty Converse, Netcall helped Sevenoaks integrate contact channels, automate email management, add chatbot routing and auto responses, and replace forms across service areas. The council reported a 94% rise in online form offering, 56% of call cases now processed online, £5.1m processed in online payments in under two years, and 69,422 cases completed in under two years.

Sevenoaks District Council

Amy Wilton

Head of Information and Customer Solutions