Life insurance firm Colonial UK, has implemented a customer contact management and workflow solution from Dublin-based Phoenix Technology Group, in a EUR2.5 million deal.
Phoenix's e2 solution was deployed across the firm's customer contact operations, in a bid to improve employee productivity in Colonial by up to 30 per cent.
Customer service representatives now have access to all customer information through a single desktop, removing the need to switch between disparate systems. A range of customer queries can now be answered over the phone in 'one and done' tasks, which would previously have required a call-back or letter. The system also aims to eliminate the need for manual post sorting and distribution.
Stuart Campbell, project leader, Colonial UK, says: "We will boost customer service and reduce paper as a result of this project. The implementation was carried out within six months so we are already able to see both a rapid return on investment and a significant increase in productivity."