Five-year agreement with Cairn Housing Association

RNS Number : 6565L

Netcall PLC

08 July 2014

 



8 July 2014

RNS Reach

NETCALL PLC

("Netcall", the "Company" or the "Group")

Cairn Housing Association chooses Netcall for complete customer engagement

Not-for-profit Scottish organisation partners with technology provider Netcall to improve service delivery, using social media analysis and engagement capabilities for the first time

Netcall plc (AIM: NET), a leading customer engagement software provider, is pleased to announce that it has signed a five-year agreement with Cairn Housing Association ("Cairn") to manage the organisation's entire end-to-end customer engagement process through the Netcall Liberty platform, including the recently integrated social media capabilities. Cairn will overhaul the way it interacts with customers, using Netcall's customer engagement suite to engage via email, SMS messaging, web chat and social media integrated with Customer Relationship Management ("CRM") software all through a single interface. Using these new channels, Cairn aims to be a leader in service delivery in the sector.

Partnering with Netcall, Cairn's primary goal is to ensure that customers are able to speak to a member of its team quickly and that as many queries as possible are dealt with at the point of contact by employing measurable First Contact Resolution techniques. The Liberty platform will simplify the way customer interactions are managed, making responses faster and more efficient. It will also integrate intelligence about each customer, ensuring that anyone dealing with an enquiry has all relevant information at their disposal. The comprehensive functionality contained in the Netcall Liberty platform enables the organisation to implement remote working, so people can work from the most appropriate location and business continuity is maintained in the event of severe weather or other unexpected events. When carrying out home visits, representatives will be able to resolve customer queries via mobile devices and use reminder technology to reduce the amount of missed appointments.

Jason MacGilp, chief executive, Cairn Housing Association, commented: "Cairn is on a journey towards Customer Service Excellence and our contact centre solution is a key part of that journey.  We are very pleased to be working with Netcall on this strategic project. Our clear aim is that customers can contact us, with absolute confidence, in whatever way is most convenient to them, and to have their enquiry or service request dealt with minimum effort on their part. We're also really excited about the possibilities of mobile working and self-service in the future.

"We anticipate that our new contact centre and partnership with Netcall is going to revolutionise Cairn's approach to customer service. This ambitious approach to managing our relationships with customers will increase customer satisfaction and our efficiency, which will allow frontline members of staff more time to get out into the community delivering services."

Henrik Bang, CEO of Netcall commented: "This is a great example of a customer combining multiple elements of the Netcall engagement suite, including CRM and social media, to ensure its customers have best-in-class service delivery, thereby increasing customer satisfaction while also improving internal efficiencies. Our Liberty platform enables our customers to implement an integrated multichannel customer engagement environment which can be managed seamlessly with cutting-edge software and linked to process management capabilities. We are delighted to be working with Cairn Housing Association, providing the tools it requires to meet the evolving needs of its customers."

For further enquiries, please contact:

Netcall plc	Tel. [phone]
Henrik Bang, CEO Michael Jackson, Chairman James Ormondroyd, Group Finance Director
finnCap Limited (Nominated Adviser and Broker)	Tel. [phone]
Stuart Andrews / Rose Herbert, Corporate Finance
Victoria Bates / Simon Johnson, Corporate Broking
Newgate Threadneedle	Tel. [phone]
Caroline Forde / Hilary Millar/ Heather Armstrong

About Netcall plc

Netcall is a UK company quoted on the AIM market of the London Stock Exchange. Netcall's software product suite provides compelling business process solutions for end-to-end customer engagement, incorporating intelligent contact handling, workforce optimisation, business process management and enterprise content management. Our target markets comprise organisations of all sizes, including many blue-chip companies with global contact centre operations. The Netcall software platform helps organisations meet the growing demands of their customers and prospects whilst improving internal efficiencies, thereby increasing profitability and customer satisfaction.

Netcall's customer base contains over 700 organisations in both the private and public sectors. These include two thirds of NHS Acute Health Trusts, major telecoms operators such as BT and leading organisations including Interflora, Lloyds Banking Group, Cineworld, Interserve, Prudential, British Sugar and Thames Water.

In January 2014, Netcall announced a joint £1 million investment in Sentiment, a provider of enterprise class social media engagement solutions. Following the investment, Sentiment's solutions have been integrated with the Liberty platform, enabling Netcall customers to manage, monitor and optimise customer engagement through social channels (such as Facebook, Twitter, Google+ and LinkedIn), blogs and other publicly available social and online news media, alongside the more traditional channels of telephone, mobile, web and email. Netcall is also introducing web chat further enhancing Liberty's customer engagement channels. 

For further information, please consult the Netcall website: www.netcall.com

About Cairn Housing Association

Cairn Housing currently has 3,500 homes under management and offices in Edinburgh, Inverness, Glasgow, Coatbridge and Thurso. It addresses the housing needs of people in both urban and rural areas, including older people and those who need specialised support. 

 

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