Harborough District Council is on a fast-paced journey to a digital future with friction-free case management and improved customer experience
Harborough District Council in rural south Leicestershire covers one of the largest districts in the country in terms of size and has a fast growing population.
Like other district councils, there was a hesitancy around moving to online services, but this digital team is helping the council grow its confidence. Their goal is to use customer intelligence to drive digital engagement and grow its digital relationship with residents.
Using Liberty Create, our low-code platform, as a council-wide, digital foundation to redesign and automate resident journeys. In just 12 months, Harborough rewrote services and replaced their legacy CRM.
“From the initial implementation to the launch of our first service was really fast. Unlike previous rollouts of new services where we had ‘soft’ launches and training programmes that took several weeks, Netcall enabled the customer services advisors to become confident and efficient with the system in a few days.”
Rachael Felts
Customer Services and Engagement Manager, Harborough District Council
Replaced
legacy CRM
Easy
integration with third parties
↓
driving down costs
“We are always looking at ways to continually improve how we deliver services to our customers – along with balancing service improvements with cost and efficiency – Netcall help us achieve this. With the support provided by Netcall through their mentoring package we have been able to build a framework for future success. It has given us a solid ‘master plan’ to refer too when building new services. We have a lot of work ahead and I am confident that Netcall will enable us to continually build on our ‘digital future’ for our customers.”
Rachael Felts
Customer Services and Engagement Manager, Harborough District Council
Give your teams the ability to build game-changing applications themselves
Delivering case management efficiency and streamlined service delivery of welfare rights, through digital autonomy.
The council wanted a way to easily enable service teams to develop and maintain their own forms and apps, with no development experience and very little training – they decided to use low-code to build a no-code form builder app, called Form Builder.
Making a real difference across their community, Camden Council has a vision of giving its citizens a great customer experience, with more choice. To build a holistic, connected view of their citizens, they needed a new CRM system to gain insights into the needs of citizens.