“There’s a big buzz around the platform seeing that potential of connecting what are normally quite disparate parts of the organisation. Information is currency – and the rest of the organisation is thinking how they can get the most from this information.”
Phil Quickenden
Head of Customer and Registration Services, Camden Council
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70k records loaded from training to implementation
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3.5 months training to using CRM
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Increased self-service
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Rapid go-live
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Real-time customer journey views
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Improved citizen data quality
Low-code automation for smarter ways of working
Caution register
Camden Council has created a caution register that’s linked to their CRM. That means they have an in-built process to flag issues with individuals of concern — with a workflow that escalates this to different management levels in a centralised way.
Blue Badge service
The team are working with Netcall, building on their expertise and council experience, in delivering an accessible transport service solution. Knowledge transfer is boosting confidence in their team and helping pinpoint issues around process and planning.
What’s next
Camden Council plans to expand on case management requirements for community safety by building a module in Create. Expanding their use of workflows will support council services and deliver a more transparent customer journey, boosting first contact resolution. Building on their skills, the team are considering new opportunities across other council service areas. expand use of work flows through the system to boost first contact resolution and transparent customer journey.
With their goal to streamline customer experience, Camden will offer omnichannel services to help balance demand. With multi-skilled teams, they will handle emails, phone calls, and use more webchat to handle high demand areas eg, housing repairs.