Friends Provident is 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.
