Netcall, a leading UK customer engagement software provider, is delighted to announce that the London Borough of Richmond upon Thames has selected Eden, its Intelligent Business Process Management solution, to help transform its customer experience and staff productivity.
Already using Netcall's workforce management system to manage its contact centre efficiently, the Council chose Eden as part of its Information Management Programme to transform processes and streamline operations. Eden is initially being used to automate residency checking, the process of identifying and verifying citizens' information across different back-end systems.
The Eden Residency Checker model cross matches data sets from multiple back office systems including the edited electoral register, the local gazetteer and council tax, to easily identify citizens and confirm the given address is their main residence. The results provide a response whether the individual matches in all areas or just some, as well as determining if other checks are necessary before a decision can be made.
Using Eden means that citizens do not have to repeatedly provide proof of address and staff productivity is increased due to less time being involved in checking individual's details. The system will be used in departments such as Transport, Housing, School Admissions, Libraries, Cemeteries and Parking to offer service improvement while reducing costs.
"We have found Netcall's Eden product quick and easy to deploy. We use the system to provide consolidated views of data from multiple systems to address a variety of business needs. Each view can be created as a discrete module, so developments can be tested as they are created, minimising the lead time to produce useful outcomes."
Cathy Bland, Project Manager, London Borough of Richmond upon Thames
Mark Holmes, Sales Director, Netcall, commented,
"We are constantly developing new ways of using our solutions, tailoring them to our customers' requirements and helping in the transformation of their internal and external processes. Eden is a very flexible and intelligent business process management solution that will allow the Council to perform complex tasks in a user friendly, simple way as well as make significant savings and reduce the time spent on operations."
Notes to editors
Eden is an intelligent business process management solution that helps organisations automate complex business processes using its ability to integrate diverse data from sources both inside and outside an enterprise into a single coherent framework. All this is done easily and rapidly, without having to write a single line of code. Users can create smart solutions that bring disparate systems together, building flexibility into every solution because services can be modified, changed or replaced in real-time.