Case Study: Harborough District Council achieves rapid digital transformation and improved customer experience with Netcall

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 set out to remove legacy systems, replace its ageing CRM and rapidly adopt digital services to meet new government planning requirements and rising resident demand. To accelerate this transformation they partnered with Netcall, using its Liberty Create low-code platform as a council-wide digital foundation.

Netcall delivered a fast, integrated solution—building a framework in three months and rolling out services across waste and strategic planning within a 12‑month programme. Using Liberty Create with integrations to Capita payments, the LLPG and a third‑party waste contractor, Netcall enabled a mid‑February garden‑waste go‑live, seamless two‑way data exchange, the fastest payments integration reported by the partner team, real‑time reporting for advisors and minimal training. The result was a replaced CRM, improved customer experience, reduced need for council support and measurable gains in automation and online engagement.

Harborough District Council

Rachael Felts

Customer Services and Engagement Manager