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Cairn Housing Association Deploys Netcall's Customer Engagement Suite

July 25, 2014

Cairn Housing Association has chosen Netcall’s customer engagement suite to improve the way it interacts with customers. The not-for-profit Scottish organisation has intentions to enhance its service delivery by using social media analysis and engagement capabilities, for the first time ever.

Cairn will start using email, SMS messaging, webchat and social media, to be a forerunner in service delivery in the housing sector. Liberty, Netcall’s latest technology platform, is future-focused, and will provide any organization with powerful capabilities to manage contacts, content, and data, while optimizing the efficiency of their workforce and business processes.

The deployment of this platform will enable customers to get in touch with Cairn’s team, who will help in solving the queries, and will use measurable First Contact Resolution techniques.

Also, Cairn will rely on Liberty platform to integrate intelligence about each customer, and will also make sure that any member of staff dealing with an enquiry has all appropriate information at their disposal.

“We are very pleased to be working with Netcall on this strategic project,” said Jason MacGilp, CEO at Cairn Housing Association. “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.”

Liberty saves time, frees up resource, and reduces waste. Also, the functionalities available within this platform will also enable Cairn to implement remote working.

According to Richard Farrell, CTO, Netcall, their approach has been proven to dramatically improve the customer experience, and it supports the journey to multichannel customer engagement, as well as optimizes business performance with cutting-edge software and process management capabilities.

“In partnering with Netcall, we are confident Cairn Housing Association will have all the tools it requires to meet the evolving needs of its customers,” added Farrell.

Edited by Adam Brandt