Friends Providentis aiming to achieve
"six star customer service" with software from Graham
Technology.
As part of the deal, ciboodle,
Graham Technology's flagship customer interaction software,
will be used across
Friends Provident's entire customer facing operation, including
the contact centre, sales teams, independent financial advisers and
partners.
"With 6 Star Customer Service, we intend to ensure that
Friends Provident sets the standard for customer service in our
industry," said Richard Crouch, director of customer services at
Friends Provident.
"With ciboodle, Graham Technology has demonstrated to us that
they have a similar passion and ability to deliver outstanding
customer service results, and we are excited to be working with
them on this project,"
said Crouch.
The project will see Graham Technology assist Friends Provident
in delivering centralised customer service processes to all of the
firm's customer groups, across all channels (contact centre and
self-service), and in all of its geographies.
The project will support 2,000 concurrent internal users and
unlimited external users.
Graham Technology will begin the project with the delivery of a
contact centre desktop application, with additional elements to be
rolled out subsequently.