Energizing Customer Interaction

Improving Customer Service and Efficiency

Making Interactions Count

CRM and Contact Center Solution

Enhanced referral system and improved reporting

We needed a solution that would be a strategic part of our organisation and give us a dynamic and flexible platform that we can build on as we go forward, With its process-based approach to building software, Sword Ciboodle will provide us with a solution that can grow and adapt to our changing environment.

Keith Floodgate, Assistant Director Business Development, Marie Curie Cancer Care

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Crazy John's Case Study

The Customer

John Ilhan opened his first retail store in 1991, and was quick to establish Crazy John's as one of the largest independent phone retailers in Australia.

The Challenge

With over 100 retail stores nationwide and an ambitious plan to launch Crazy John's as Australia's first large scale mobile virtual network enabler (MVNE), a greenfield CRM sales and service solution was required to provide high profile brand partners the ability to deliver new products to market. The solution would also need to leverage existing investments in billing, marketing and financial systems and have the capacity to scale in line with expansion plans.

The Solution

Crazy John's contact center and retail stores now share a comprehensive and consistent view of all customer information across all service channels, which includes; contact centers, web, retail, SMS and IVR. Integration to more than 25 back end systems provides real-time payment processing at point of sale. Operational dashboards optimize business decision making capability as management now have a dependable view of actual as well as pipeline sales. Due to Sword Ciboodle's agility, Crazy John's are now able to add new mobile virtual network operator partners and uniquely branded and bundled product suites.

Core processes:

product catalog
sales and order fulfilment engine
case and contact history
case management
exec dashboards & operational reporting
script tooling
customer and agent record management

The Results

Now that management has a dependable and real-time view of the pipeline and actual sales, they can make timely and informed decisions to maximize every chance of success for the business and the customer. As a result of this, Crazy John's has achieved and increased all sales targets set.

The Future

Delivering outstanding customer sales and service to its prospects and customers is vital for Crazy John's to remain a leader in the MVNE telecommunications arena. As such, future phases of work are planned to broaden and deepen the customer sales and service business process portfolio.