|
Sword Ciboodle, Nutricia Announce Working Agreement
 TMCnet Contributing Editor
Sword ciboodle, which sells business software and services, has announced that it is working with UK baby food giant Nutricia to help the company “enhance its customer service capabilities.” Part of Groupe Danone’s Baby Nutrition division, Nutricia sells baby food brands Cow & Gate and Aptamil.
Nutricia runs customer relationship programs both in the consumer and healthcare professional marketplace, supported by a Careline staffed by dieticians, nutritionists, midwives and mothers.
The programs, Nutricia officials say, are designed to provide information, support and advice to their respective audiences, via a wide range of contact channels, including phone, postal mailings, Web sites, e-mails, SMSs, live Web chats and desktop characters.
Last week Glasgow-based Sword ciboodle was named the sole leader in process-centric customer service software by independent analyst firm Forrester Research ( News - Alert).
Sword ciboodle was among the companies invited by Forrester Research to participate in its October 21st report, “The Forrester Wave: Process-Centric Customer Service Software Solutions, Q4 2008.” The study found Sword ciboodle to be “a relatively new player in the United States,” with “advanced workflow capabilities coupled with deep professional service expertise in utilities and finance.”
Sword ciboodle is providing Nutricia with a CRM platform that links the various contact channels, and provides a consolidated view of each customer’s interactions with the company. The system is also designed to accommodate an expected growth in the number of contacts over time and handle increasing volumes without the need to increase staff numbers.
"Sword ciboodle provides us with a much clearer view of the interactions mothers have with our CRM channels and our Careline," says Nic Yates, Head of CRM, Nutricia. "We believe that this project will set a CRM best practice standard for our group."
The product will underpin Nutricia’s contact center operation, Nutricia officials say, providing its teams of advisors with “a vastly simplified single desktop view of each customer’s contact history, allowing them to access previous contact records to determine what questions have previously been asked and what advice has been provided.”
All contact center channels will be integrated into the new platform, ensuring a complete, auditable record of all interactions, Nutricia officials say. The system is also designed to eliminate the data quality issues that resulted through previous duplication of customer information.
In August TMC reported Sword ciboodle expansion to North American building its headquarters in Chicago.
David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Jessica Kostek
[ Back To TMCnet.com's Homepage ]
|
INDUSTRIES
Activate Email 
Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO East, January 20-22, 2010. Miami, FL.
