Ciboodle Launched in Australia With Crazy John’s Deployment


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Graham Technology platform underpins mobile retailer’s growth into an MVNO

Graham Technology, a provider of customer-oriented business software and services, today announced that it has successfully rolled out a company-wide CRM platform for Australian mobile phone retailer, Crazy John’s. The platform is based on ciboodle, Graham Technology’s new customer interaction platform, and represents the first deployment of the software in Australia.

Crazy John’s is Australia’s most successful independent mobile phone retailer with over 100 retail outlets across six states, two mainland territories and three time zones, employing over 700 staff. The company recently launched its own mobile virtual network, and ciboodle provides the underlying CRM and sales platform required by Crazy John’s in support of this initiative.

“The evolution of Crazy John’s has to be supported by the right kind of technology platform, allowing us to provide the extensive customer-focused services required by an MVNO,” said Stephen Tuffley, Head of Operations, at Crazy John’s. “ciboodle has provided us with all of the tools we need to achieve our key objective of delivering the three C’s – customer service, customer choice and cost control.”

ciboodle is Graham Technology’s flagship customer interaction software for contact centres. Loaded with contact centre-specific features, and highly agile to adapt to specific business needs, ciboodle is a refreshing alternative to the rigid CRM and telephony software packages prevalent in today’s call centres. While Graham Technology has had an established presence in Australasia for some years, with customers including Energex, MBF Group and Telecom New Zealand, the Crazy John’s deployment is the first implementation of ciboodle in the region.

“The Australasian market is very important to Graham Technology, and we are excited to have secured our first successful deployment of ciboodle here,” said Mike Hughes, Managing Director, Graham Technology. “The success of ciboodle since its launch has seen it win customers all across the globe, and we are looking forward to building on the success of this implementation to secure more customers across Australia and beyond.”

In developing the system for Crazy John’s, Graham Technology defined the high level and detailed requirements, designed the solution architecture, screens and business processes and built the solution. The solution enables a 360-degree view of the customer across all channels with integration into over 25 backend systems. The ciboodle driven platform is available to all retail stores and over 100 call centre and back office staff.

“We are delighted to have successfully rolled out ciboodle in support of Crazy John’s growth into an MVNO, which has been an excellent engagement, and continues to be so,” said Ross McGown, Managing Director Australia, Graham Technology. “We look forward to an ongoing successful relationship with Crazy John’s and view this deployment as the launch pad for a significant ramp up in sales of ciboodle in Australia.”

At Crazy John’s, ciboodle is now the driving technology behind a host key functions, including:
· Sales
· Customer management
· Account management
· Proactive customer contact
· Operational and analytical reporting
· Agent administration
· Web self service
· Order management and fulfilment

With the critical core processes in place, Crazy John’s is looking ahead to enhance ciboodle to help it achieve its goals on the road to becoming an MVNO. Future features are set to include complex order management and case handling, campaign management, collections and more.

About Graham Technology
Graham Technology specialises in contact centre software and services. Since 1986, Graham Technology has worked with blue-chip organisations striving for operational excellence and who, in partnership with Graham Technology, have realised exceptional return on investment.

Headquartered in the UK, Graham Technology has seven global offices, supporting a worldwide customer base. With its flagship customer interaction software, ciboodle, the company has become recognised as one of the most visionary CRM solution providers in the world.

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