List of Civica Digital360 Contact Management Customers

Civica UK

2 Burston Road,,
London, SW15 6AR,
United Kingdom

https://www.civica.co.uk/

44 20 7760-2896

Professional Services

2242

$313M

Since 2010, our global team of researchers has been studying Civica Digital360 Contact Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.

Each quarter our research team identifies companies that have purchased Civica Digital360 Contact Management for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.

Companies using Civica Digital360 Contact Management for Customer Support include: Bradford Council, a United Kingdom based Government organisation with 8500 employees and revenues of $754.0 million, Trafford Council, a United Kingdom based Government organisation with 2416 employees and revenues of $286.0 million, Swan Housing Group, a United Kingdom based Construction and Real Estate organisation with 430 employees and revenues of $230.0 million and many others.

Contact us if you need a completed and verified list of companies using Civica Digital360 Contact Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.

The Civica Digital360 Contact Management customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!

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Customer	Industry	Empl.	Revenue	Country	Vendor	Application	Category	When	SI	Insight Source
Bradford Council	Government	8500	$754M	United Kingdom	Civica	Civica Digital360 Contact Management	Customer Support	2022	n/a	In 2022, Bradford Council implemented Civica Digital360 Contact Management to centralize contact handling across its Customer Support function. The deployment was coordinated by the council's IT Services Business Integration team, which sits alongside the Systems and Architect team and retains responsibility for corporate system integrations and ongoing application support. Civica Digital360 Contact Management was configured to deliver core contact management capabilities including interaction logging, case management, channel routing and knowledge base integration, aligned with standard Customer Support workflows. Configuration emphasized record consolidation, scripted response templates and workflow automation for service requests and escalations, reflecting typical Customer Support functional requirements. Integrations leveraged the council's existing middleware and messaging architecture, using IBM MQ and ACE broker and OpenText MIM for transport and messaging, with ESQL interfaces developed to exchange data with the council's SAP ECC6 instance. The implementation connected the contact management layer to municipal systems cited by the Business Integration team, including NEC Revenues and Benefits, Access Group payments, Imperial 360 parking and Clean Air Zone, SEFAS bulk printing, Civica Blue Badge and Bottomline PT-X, and relied on Oracle and SQL Server interrogation for data reconciliation where required. Governance and operational ownership remained within the small Business Integration team, comprised of the Business Integration Manager and three ISP posts, who executed integration development, application support, maintenance and rollout coordination. The team emphasized in-house technical skills such as python for the SEFAS Designer bulk printing migration work, Unix shell scripting and SQL, and planned integration activities to align with an anticipated SAP migration.
Swan Housing Group	Construction and Real Estate	430	$230M	United Kingdom	Civica	Civica Digital360 Contact Management	Customer Support	2016	n/a	In 2016 Swan Housing Group implemented Civica Digital360 Contact Management to consolidate tenant contact handling and service desk intake across its housing and support operations. The deployment positioned Civica Digital360 Contact Management as the primary Customer Support tool used by service desk staff acting as the first point of contact for phone and email interactions. The implementation focused on core Customer Support capabilities including centralized contact capture, case management, automated routing and queuing, SLA tracking and templated response handling. Configuration work aligned case lifecycles to housing service workflows and configured queues and priorities to reflect incident and request categorization used by front line helpdesk teams. Operationally the application was used in conjunction with existing operational tools referenced by staff, including Civica Contact Manager and Universal Housing, Hornbill Supportworks for detailed issue logging, and Microsoft Office 365 for user productivity. The deployment covered Swan Housing Group operations in Essex and East London and supported cross functional teams in IT, housing operations and property management. Governance around the rollout emphasized incident registration, SLA awareness and lifecycle handoffs between service desk and specialist teams, with agents responsible for logging and tracking incidents and requests in the designated support databases. The implementation narrative reflects an assembly of application configuration, process alignment and operational practice to embed Civica Digital360 Contact Management into Swan Housing Group Customer Support workflows.
Trafford Council	Government	2416	$286M	United Kingdom	Civica	Civica Digital360 Contact Management	Customer Support	2018	n/a	In 2018, Trafford Council implemented Civica Digital360 Contact Management as its Customer Support platform. The deployment established a centralized contact management capability to govern customer interactions and support service request intake across council-facing channels. The Civica Digital360 Contact Management implementation focused on contact and case handling, interaction logging, routing rules, and knowledgebase-assisted response workflows, configured to align with local government service processes. Configuration work concentrated on workflow orchestration for front-line customer service teams and the assembly of reusable contact and case templates to standardize triage and escalation. Operational coverage prioritized customer-facing service teams and the council contact centre, with the platform serving as the primary CRM for constituent enquiries and case resolution tracking. Integrations were scoped to surface channel interactions and consolidate interaction history for service teams, supporting multichannel contact handling and service desk operations. In July and August 2022 Trafford Council tendered for professional services to support an implementation of Microsoft Dynamics 365 which will replace Civica C360, signaling a planned transition of Customer Support tooling and associated governance and workflow ownership to the Dynamics platform.

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