Netcall PLC Five-year agreement with Cairn Housing Association
July 08 2014 - 2:00AM
RNS Non-Regulatory
TIDMNET
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. +44 (0) 330
333 6100
Henrik Bang, CEO
Michael Jackson, Chairman
James Ormondroyd, Group Finance Director
finnCap Limited (Nominated Adviser and Broker) Tel. +44 (0) 20
7220 0500
Stuart Andrews / Rose Herbert, Corporate Finance
Victoria Bates / Simon Johnson, Corporate
Broking
Newgate Threadneedle Tel. +44 (0) 20
7653 9850
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 GBP1 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.
This information is provided by RNS
The company news service from the London Stock Exchange
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