Vhi Healthcare Rolls Out Sword Ciboodle for World-Class Customer Service


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Sword Ciboodle, provider of customer-oriented business software and services, today revealed that Vhi Healthcare has engaged the company to provide a comprehensive CRM solution to spearhead the organisation’s customer service improvement objectives. The company has already successfully rolled out the first phase of the project and is working towards the delivery of subsequent phases.

Vhi Healthcare is Ireland’s largest and only specialist health insurer with over fifty years experience. The company processes more than 500,000 member claims and 1.36 million doctor’s invoices per year.

Vhi Healthcare recently undertook an initiative to enhance its customer service capabilities and selected Sword Ciboodle, the award-winning CRM software for multi-channel contact centres, as the technology platform that would underpin its evolving customer service strategy.

The first phase of the project has been rolled out in its contact centres in Kilkenny and Donegal, providing staff with a more complete picture of its members’ information, ensuring that customer service agents have access to all relevant customer information to be able to handle enquiries effectively. Other key elements already being handled by Sword Ciboodle include member payments and contact history, further helping to improve the contact centre’s efficiency and reduce call-handling times.

“Vhi Healthcare is committed to providing our customers with the best in customer service and selected Sword Ciboodle as the technology platform to support that commitment,” said Margaret Molony, Director of Information Technology, Vhi Healthcare. “The product has already proven its worth in helping us to deal more effectively with a significant recent increase in the volume of customer enquiries.”

Further phased deployments in 2009 could see the addition of features including computer telephony integration, email blending, cross-selling and up-selling and campaign management.

“We are excited to be working with Vhi Healthcare, and look forward to building on the success of the first phase rollout to help the organisation achieve its customer service and business goals,” said Ciaran Casey, CEO, Sword Ireland. “This customer win further bolsters our growing credentials in the insurance sector, and is another key win for Sword Ciboodle in Ireland.”


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