Australian healthcare organization with customer experience management platform

2010-02-23 - Sword Ciboodle, provider of customer-oriented business software and services, announced that it has been chosen by Australian Unity as the platform to deliver customer interaction management and workflow solutions.

Australian Unity, a national healthcare, financial services and retirement living organization, has chosen Sword Ciboodle as a provider for its campaign management, prospect management and complaints management solutions. In the long term, Australian Unity intends to use Sword Ciboodle to power workflow and customer management needs, Sword Ciboodle expects.

"The insurance business is constantly evolving and is an incredibly competitive environment, and process-centric CRM solutions like Ciboodle help Australian Unity to maintain an edge in this dynamic business environment," said Tahir Tanveer, CIO of Australian Unity. "Sword Ciboodle provides us with the agility and flexibility to respond to changes, while providing a host of quickly deployable features we require out of the box," he added.

Higher level of productivity
Bill Kanellis, Sales and Loyalty Call Center Manager at Australian Unity, noted that the business is seeing benefits from the initial implementations of Sword Ciboodle. "There has been a significant improvement in agent and contact center productivity, as well as better reporting and control over how we now interact with our customers," said Kanellis. "Feedback from staff has been positive and we have been able to implement repeatable and measurable customer processes," he added.

Australian Unity aims to use Sword Ciboodle to deliver measurable improvements in contact center efficiency and customer satisfaction. Sword Ciboodle will integrate with a number of external systems including telephony. It is also planned that the solution will capture and utilize customer interaction history to enable improved service delivery.


Author(s): Sarah Dreps

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