Case Study: Croydon Council saves £1.8m a year with Netcall

How Croydon Council built 30+ applications and saved more than £1 million each year

Croydon Council was dealing with costly, fragmented legacy systems in 2019. Microsoft Dynamics CRM licences and consultant fees were costing around £1.5 million a year, while spreadsheets and disconnected platforms made service delivery difficult to manage. It turned to Netcall’s Citizen Hub and Liberty Create low-code platform to simplify digital service delivery.

With Netcall, Croydon Council replaced Microsoft Dynamics CRM, eliminated Azure Stack hosting costs, and moved spreadsheet-based processes into integrated applications. The council has built 30+ services, cut dependency on consultants and licence fees to save approximately £1.8 million annually, and increased foster carer enquiry-to-approval conversion from 6% to 16%. It also reports reduced processing time, fewer errors, and faster access to services for residents.

Croydon Council

Kevin Rowe

Digital Platform Development Manager