CRM provider unveils three new modules in response to marketplace demand

CRM provider unveils three new modules in response to marketplace demand

Sword Ciboodle, a provider of customer oriented business software and services, has announced the launch of three new product modules in response to a new marketplace trend the company has branded the ‘Customer Engagement Continuum’.

The Customer Engagement Continuum promotes customer choice, which Sword Ciboodle said it is empowering organisations to provide in the form of a bundle of module customer relationship management (CRM) software that enables their customers to do business on their terms.

Customers have become more mobile, judicious with time, demanding of simplicity, and less tolerant with business-driven organisational procedures and policies. In response to this new consumer behaviour, and the changing role of the contact centre, as well as buying behaviour of the market, Sword Ciboodle has created three solutions designed to offer a greater range of software solution options.

Taking service to the customer

It said the new modules focus on the engagement channels that matter most: contact centre and self-service. Ultimately, as this module set grows over time, the Sword Ciboodle proposition will enable companies to holistically embrace new consumer behavior and manage all facets of various customer interactions for a better overall customer experience.

“This shift is all about customer choice,” said Kenny Bain, Sword Ciboodle chief executive for Europe, Middle East and Africa (EMEA). “Whether the customer wants to communicate via the phone, web or face-to-face, we have refined the process to make the experience more rewarding. Good customer service is complex, so we’ve road tested these modules to ensure that all issues can be easily handled and resolved quickly, with the goal of goodwill and loyalty as a byproduct.”

Ciboodle One is a single customer interaction console for contact centre agents and a window into the customer for back office experts. It is designed to provide a 360-degree customer view, which speeds access to key customer service data, improves first call resolution, streamlines training processes and improves customer satisfaction.

Ciboodle Flow case and workflow management software makes it easy to initiate and track all customer service requests by providing the right information, at the right time and in the right context to the right person; the hallmark of differentiated customer service, according to its developer.

Focus on self-service

And Ciboodle Live Live offers web self-service capabilities to users for a “do-it-yourself” customer experience, allowing customers to achieve their goals quickly, leading to reduced cost to serve and improving the overall customer experience.

But the company said it is set to launch more modules. “The Customer Engagement Continuum embraces every angle, every dialogue, every service interaction and every channel,” added Bain. “We want to be the customer’s channel for them to get what they need from the company that they choose to give their business to. We are developing a series of additional modules utilising preferred communication methods which will allow our clients to provide a truly rounded customer engagement strategy.”

“For a CRM company to be smart about business, it must listen to actual users, take their input and build the program around their needs and quirks,” said Paul Greenberg, president of analyst firm, The 56 Group. “Sword Ciboodle’s approach is a refreshing one because it’s built around the jobs that people actually do in the real world, as opposed to features and functions they hope that people would want.”