Case Study: Clinigen achieves unified teams and cloud-based customer experience with Netcall Liberty Converse

Moving to the cloud with Liberty Converse enables delivery of more effective, seamless experiences for customers

Clinigen, a global specialist pharmaceutical services and products platform, faced fragmented customer service across two UK sites (Burton and Weybridge) with separate phone systems that hindered staff cover, workload balancing and a seamless customer experience. Seeking to unite teams, move away from an on‑premise PBX and improve remote working and visibility, Clinigen selected Netcall’s Liberty Converse omnichannel contact centre as their solution.

Netcall implemented Liberty Converse in under eight weeks, migrating Clinigen to the cloud and integrating the contact centre with Microsoft Teams to unite customer service and switchboard teams, eliminate manual diversions, and boost reporting and visibility. The Netcall deployment improved remote working, employee morale and customer experience, increased agility for changing contact patterns and delivered measurable impact including a £44.66K benefit.

Clinigen

Andrew Parker

Vice President IT