Graham Technology, a provider of customer-oriented business software and services, today announced that it has been selected by Friends Provident to provide the strategic enterprise solution that will drive the company's "6 Star Customer Service" vision.
Friends Provident is a leading UK financial services group and a member of the FTSE100 Index. As part of the deal, ciboodle, Graham Technology's flagship customer interaction software, will be used across the firm'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."
The engagement 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), in all of its geographies. The project will support 2,000 concurrent internal users and unlimited external users.
"Friends Provident represents a phenomenal customer win for ciboodle and we are delighted to have secured another win in the financial services sector," said Murray Farquharson, Account Director at Graham Technology. "This deal solidifies ciboodle's growing position as the leading customer interaction platform for companies that truly want to make a difference in their customer service."
Graham Technology will begin the project with the delivery of a contact centre desktop application, with additional elements to be rolled out subsequently.