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April 22, 2009

Sword Ciboodle to provide CRM platform to Admiral Group

Company wants to minimize number of screens and steps needed to fulfil customer requests

By CBR Staff Writer

Sword Ciboodle, a provider of customer-oriented business software and services, has secured a deal with Admiral Group to provide its CRM platform in support of the motor insurance provider’s goals to improve business flexibility and agility.

Sword Ciboodle said that it has been selected to enhance the company’s existing customer service agent systems, with a key goal being to reduce the number of screens and steps needed to fulfill customer requests, and to ensure agents have the right information for customers at the right time.

The company informed that that its service will be rolled out across company’s contact centers in Swansea and Cardiff, encompassing approximately 2,500 agents. The first phase of the deployment will see the software be used to address Admiral’s payment updates and will see changes to credit card and banking details being handled with efficiency by customer services advisors.

Steve Webster, IT director of Admiral Group, said: We need to ensure our business systems are optimized for changes. After going through an evaluation process, including a successful proof of concept exercise, Sword Ciboodle has proven itself to fit for what we are looking for, with the right mix of powerful platform capabilities and strong integration expertise.

Sword Ciboodle helps improve the way large organisations interact with their customers. The combination of process-managed CRM software and delivery services help Sword Ciboodle’s clients to reduce operational costs.

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