From 22 July 2025, we move to a new Customer Relationship Management (CRM) system called Netcall.
The CRM is our new Customer Relationship Management (CRM) system which is replacing Verint EM Pro system (also known as Lagan), which has served North Ayrshire Council for the past 15 years.
Lagan has been central to logging and handling customer enquiries received through the Customer Contact Centre, service centres, via online forms, and MyNAC.
We are taking a phased approached and initially going live with customer facing processes. Future phases will see processes across other council services go live and the team will be in touch with you in due course to work with you on this.
This transition marks a significant step forward. Netcall offers a much more robust and user-friendly system, offering improved functionality and greater flexibility. It will support us in delivering high-quality customer service and help us meet the ambitions set out in our Digital Strategy. Stay tuned for further updates.
For information on how to get logged in to the new system, visit the dedicated CRM webpage on Connects.
