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Ciboodle Rolls Out to Irish Contact Center
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Ciboodle Rolls Out to Irish Contact Center

March 27, 2009
By David Sims
TMCnet Contributing Editor

Sword Ciboodle, a seller of business software and services, has rolled out the first phase of a project for Vhi Healthcare to provide a comprehensive CRM product to "spearhead the organization’s customer service improvement objectives." The company is working towards subsequent phases. 

Vhi Healthcare is Ireland's largest and only specialist health insurer with over fifty years experience. The company processes more than 500,000 member claims and 1.36 million doctor invoices per year. Seeking to improve its customer service capabilities, it picked Sword Ciboodle as the technology platform that would underpin its customer service. 

The first phase of the project has been rolled out in its contact centers in Kilkenny and Donegal, giving staff "a more complete picture of its members’ information" and "access to all relevant customer information." Other elements handled by Sword Ciboodle include member payments and contact history. Margaret Molony, Director of Information Technology, Vhi Healthcare says the product helps them "deal more effectively with a significant recent increase in the volume of customer enquiries." 

Further phased deployments in 2009 could see the addition of such features as computer telephony integration, e-mail blending, cross-selling and up-selling and campaign management.
Earlier this month, TMC reported that BGL Group, a U.K. personal lines insurance broker, selected Sword Ciboodle to deploy a CRM system that will enable the firm to "market and support new and existing products to clients and prospects and to bolster its customer service."

Sword Ciboodle’s platform will “allow new brands and products to be quickly and easily incorporated into the BGL Group portfolio. The software will also provide a standard interface for the company’s contact centers, located in Peterborough, Coventry, Sunderland, and Peterlee, UK and Cape Town, South Africa. This will ensure that its agents have access to customer information, regardless of channel: phone, e-mail, web self-service, or posted correspondence."

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi

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