Cairn Housing and The Highland Council are now both using Netcall’s Customer Experience Manager (CXM) software to streamline tenant engagement and save money by providing the right business intelligence, in the right place, at the right time.
A Netcall survey found that 58 per cent of customers said that having to repeat information is their biggest irritation, and 44 per cent said, “each time I speak to a company, they don’t really know who I am”, indicating that many organisations’ front- and back-office systems are disjointed. Netcall said that CXM sets out to address this challenge by unifying data from front- and back-office systems to create a holistic and personalised view of each customer and a seamless user experience.
Fin Smith, head of business improvement, Cairn Housing Association, said, “We began using Netcall’s CXM in October 2014 as the central system to drive delivery of an enhanced customer experience through our contact centre. Since then, we have developed a range of workflows so that we can resolve customer contacts faster, while also increasing the transparency of our processes and performance.”
Darren MacLeod, digital services manager, The Highland Council, said, “We carried out a ‘whole of the market’ procurement exercise to replace our previous CRM system because it needed upgrading at a significant cost. Netcall CXM offers a high degree of flexibility and is fully configurable; elements such as the Task Wizard and workflows can be easily adapted and customised to fit our changing needs.”