Case Study: Hertsmere Borough Council achieves digital transformation and paper-free, faster services with Netcall's Liberty Create

Rapid reinvention of processes ripples through Hertsmere Borough Council with departments coming forward for transformation

Hertsmere Borough Council faced an ageing CRM (over 15 years old) and paper-based, duplicative processes that strained resources and customer service. Seeking a solution they could develop in-house without ongoing supplier charges and that would provide online customer accounts and multi-channel case tracking, they selected Netcall’s Liberty Create low-code platform.

Netcall implemented Liberty Create beginning with a waste application that sends proactive SMS and email updates (for example, after missed bin collections), reducing repeat contacts, call queues and complaints, and replacing paper forms with electronic workflows extended to street cleaning and trade bins. The result was rapid process reinvention: vastly reduced paper use, measurable savings in staff time and resources, improved productivity, strong staff buy-in through Netcall mentoring, and faster rollout of new apps via Netcall’s Community and AppShare.

Hertsmere Borough Council

Lee Gallagher

Customer Services & Digital Transformation Manager