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29.09.2009
Sword Ciboodle delivers value in 15 weeks for BGL Group
Glasgow, U.K. – September 29, 2009 – Sword Ciboodle, provider of customer-oriented business software and services, today announced that it has successfully rolled out a correspondence-handling project for BGL Group in only 15 weeks.
With over two million customers, and a workforce of more than 2,000 people, BGL Group is one of the largest personal lines insurance brokers in the UK. In addition to its own brands, including Budget, Bennetts and comparethemarket.com, BGL Group’s affinity arm, Junction, enables established brands such as the Post Office, M&S Money, RAC and HSBC to offer insurance products to their customers.
The company is working with Sword Ciboodle to transform its business systems to provide a more agile platform that will support its rapid growth and enable it to respond to a dynamic marketplace.
Prior to the project, all mailed correspondence, including thousands of policy-supporting documents, policy enquires and requests, arrived at BGL Group’s sorting office in Peterborough. The mail was sorted according to location, sent by van to the company’s various locations across the UK, and then resorted for final delivery, usually meaning that mail only arrived at its intended destination up to two days after arriving at the sorting office. Multiple requests meant that mail often had to be re-routed, adding yet more days to the time to complete.
“We had been looking at options for improving our mail delivery for some time, but our close working relationship with Sword Ciboodle meant we felt comfortable approaching them with this challenge,” said Sean Melia, Associate Director, Programme Delivery, BGL Group. “Such is their close business alignment with us, they were immediately able to understand the requirement and put in place the framework for a system that would solve the problem.”
After only 15 weeks, Sword Ciboodle rolled out a correspondence handling solution that significantly improved the entire process. When mail now arrives in the central sorting office, it is immediately converted to electronic format using high-speed document scanners. The scanning software integrates with the Sword Ciboodle platform, which identifies each document based on key information, such as policy number, customer details and so on, and establishes the relevant recipients, as well as the workflows and processes that need to be initiated as a result. The solution is integrated with the company’s mainframe to match documents with policy information.
The software delivers PDF versions of the correspondences to the relevant staff and assigns the required work items to the BGL Group’s legacy CRM system for completion, providing a level of automation and integration that was previously impossible. Sword Ciboodle will eventually replace the front end legacy system entirely, when its main project is rolled out.
In addition, Sword Ciboodle’s reporting features are applied to the scanned correspondence solution, allowing real-time dashboard reporting so management can review reports on the content and status of mailed correspondence. In addition, the Sword Ciboodle system is also being used to route inbound email enquiries, which can be treated in exactly the same way as mailed correspondence.
As a result, the BGL Group’s mail delivery process has improved from taking a number of days to reach recipients to less than an hour, with the added benefit of having many processes started automatically. Errors are greatly reduced, and can also be resolved at the click of a button, no longer requiring a manual redelivery.
“We were delighted to see the project go live and start delivering results in only 15 weeks,” said Melia. “It is a testament to Sword Ciboodle’s unique approach to working with its customers that they were able to make this happen, and we are now looking forward to the subsequent rollout of our main project.”
“This is a great example of how Sword Ciboodle can deliver rapid value, both through the close alignment we have with our customers and our range of out-of-the-box features,” said Kenny Bain, CEO, Sword Ciboodle EMEA. “The fact that we could easily slot our pre-built case-handling capabilities into this solution was a key factor in our ability to deliver so quickly.”
About Sword Ciboodle
Sword Ciboodle helps improve the way large organisations interact with their customers. The combination of award-winning, process-managed CRM software and specialist consulting and delivery services help Sword Ciboodle’s clients achieve higher revenues from their customers and reduce operational costs. Sword Ciboodle is consistently recognised by industry analysts as one of the world's leading customer-centric technology providers. For more information, please visit www.sword-ciboodle.com.
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24.09.2009
Major US Insurance Company Selects Workforce Management Solution from InVision
Birmingham / Ratingen (Germany), September 24th, 2009 – InVision Software, a leading international supplier of enterprise-wide workforce management solutions, was selected by one of the largest commercial insurance writers in the US to implement a new cost-saving workforce management (WFM) software for its contact centre operations. The WFM system will bring operating efficiencies to the company’s contact centres that will result in better adherence to service levels and lower operating costs.
The insurance company employs hundreds of representatives in its North-America based contact centres. The representatives handle incoming claims calls from customers and provide technical support to agents – services that help keep the business strong and satisfaction high. The company is committed to delivering a great service experience and has therefore decided to implement a high-performance WFM software solution for the demand-oriented scheduling of its contact center agents.
“We are excited to continue our growth track in North America through our relationship with this new customer,” said Peter Bollenbeck, CEO of InVision Software. “We are looking forward to helping them improve contact centre efficiency by putting the right people in the right place at the right time. The growing adoption of different channels of interaction in customer service – email, chat, SMS (texting), community bulletin boards and social networking – multiplies the planning requirements for the contact centre management. Our solution InVision Enterprise WFM supports planners to cope with these new challenges in multi-channel environments ensuring service level adherence for all customer interactions – regardless of the respective communication channel.”
The US insurance company selected the InVision Enterprise WFM system because of its user-friendly design and the depth of functionality the software provides. In addition to demand-oriented and optimised scheduling of its agents, the company requested real-time adherence monitoring, enabling them to ensure service level goals are met throughout each day. At the same time, the employees’ motivation and acceptance of flexible shifts is boosted by the module ‘Infothek Inform’ which alerts the agents to scheduled changes in activities, and to changes made to an existing schedule.
About InVision Software
InVision Software is a world-leading supplier of enterprise-wide workforce management (WFM) solutions which enable companies to optimise their staff planning and scheduling processes. InVision empowers customers to reduce personnel costs, increase productivity, improve employee satisfaction and to boost revenue by leveraging better customer service. Founded in 1995 and based in Ratingen (Germany), InVision currently employs more than 220 WFM specialists and has offices across Europe, North America, and South Africa. InVision Software AG (IVX) is listed in the Prime Standard Segment of the Frankfurt Stock Exchange. Among InVision's clients are numerous international blue chip companies, such as ABN Amro, Allianz, BMW, Deutsche Telekom, IKEA, Sky and Vodafone.
Further information: www.invisionwfm.com
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21.09.2009
ProtoCall One to focus on Decision Management at Call Centre Expo
Winner of Genesys ‘Best Innovation Partner UK & Ireland’ Award invited to lead with OneView on the Genesys stand at the exhibition in September
ProtoCall One will present OneView, its ground-breaking decision management application for contact centres at this year’s Call Centre Expo (22-23 September 2009, NEC, Birmingham).
OneView ‘s revolutionary in-memory analysis collates call, sales, service and agent data to help decision makers analyse all aspects of contact centre performance in a fraction of the time and cost of traditional analysis and reporting solutions. Role based dashboards mean all stakeholders within the contact centre environment can have all the historical information they need at their fingertips.
Jason Sparks, commercial director, ProtoCall One, commented:
“We are delighted to have been invited to showcase OneView on the Genesys stand at Call Centre Expo. OneView compliments the Genesys suite perfectly as Genesys users are able to achieve rapid Return on Information: they can get a single view of their contact centre performance fast, enabling them to make the right business decisions at the right time to improve operational efficiency and customer service.”
The OneView decision management solution strengthens ProtoCall One’s armoury of contact centre solutions by dove-tailing with its already highly successful workforce optimisation practice and multi-channel communications integration capabilities.
Visitors can see the OneView solution in action and talk to the ProtoCall One team at the Genesys stand (stand G5) at Call Centre Expo.
About ProtoCall One
Protocall One is the UK’s leading contact centre systems integrator .It specialises in multi-channel integration, work force optimisation and decision management to help companies with contact centres make real operational savings, increase customer loyalty and improve staff satisfaction. For more information please go to www.pc-1.co.uk
For ProtoCall One marketing enquiries, please contact:
Sharon Batchelor, marketing manager, ProtoCall One
Tel: +44 (0) 800 881 8130. Email: sbatchelor@pc-1.co.uk
For ProtoCall One UK media enquiries, please contact:
Miles Clayton or Simon Bennett at Agility PR Limited
Tel: +44 (0) 1992 587439. Email: miles@agilitypr.co.uk
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