Business
Five-year agreement with Cairn Housing Association
Five-year agreement with Cairn Housing Association.
About this update from Netcall Plc
[{"type":"text","content":"\n \nRNS Number : 6565L Netcall PLC 08 July 2014 \n \n\n8 July 2014\nRNS Reach\n \n \nNETCALL PLC\n(\"Netcall\", the \"Company\" or the \"Group\")\n \nCairn Housing Association chooses Netcall for complete customer engagement\n \nNot-for-profit Scottish organisation partners with technology provider Netcall to improve service delivery, using social media analysis and engagement capabilities for the first time\n \n \nNetcall 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. \n \nPartnering 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. \n \nJason 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. W...