Admiral seals software deal

Software provider Sword Ciboodle has secured a deal with Admiral Group to provide its CRM platform.

Sword Ciboodle has been selected to enhance the company’s existing customer service agent systems, with a key goal being to reduce the number of screens and steps needed to fulfil customer requests, and to ensure agents have the right information for customers at the right time.

Steve Webster, IT director, Admiral Grou, said: “We need to ensure our business systems are optimised for changes.

“After going through a stringent evaluation process, including a successful proof of concept exercise, Sword Ciboodle has proven itself to be the best fit for what we are looking for, with the right mix of powerful platform capabilities and strong integration expertise.”

The Sword Ciboodle solution will be rolled out across company’s contact centres in Swansea and Cardiff, encompassing approximately 2,500 agents. The first phase of the deployment will see the software be used to address Admiral’s payment updates and will see changes to credit card and banking details being handled with even greater efficiency by customer services advisors.

“We are delighted to have secured Admiral, another major insurance firm, which boosts our growing presence in the insurance sector,” said Kenny Bain, chief executive of Sword Ciboodle UK. “It is very encouraging to see that this success is linked in part to the prior success of another Sword Group product, which is a strong indicator of the business value that the group can bring to Sword Ciboodle.”