Dimension, Sword Ciboodle Partner for Sony

Dimension Data, an IT products and services provider, and Sword Ciboodle, a vendor of business software and services, have announced joint implementation of a pan-European contact center product for Sony Europe's Consumer Electronics division.

The product was designed and managed by Dimension Data and Sword Ciboodle, and is based on Sword Ciboodle's process-driven CRM software. It has been rolled out to Sony operations in all European countries and manages customer interactions across phone, e-mail, white mail, fax and Web contacts. 

Additionally it offers multi-channel support for contact history, case management, reporting, KPI management, outbound call back, and multiple languages.

'We knew that we needed something that would help us strengthen our European Customer Support Activities by providing in one hand a strong, central and standard platform, and in the other hand a tool flexible enough to adapt to the local specifics we have across Europe,' says Stephane Lissillour, General Manager Contact Centers, Sony Europe. 

Lissillour described the Dimension Data and Sword Ciboodle single platform as a tool 'for managing contacts, allowing our customers to reach us at any time and by any channel.'

'We proposed and then managed the development and deployment of the new customer service application for Sony CSE based on the Sword Ciboodle platform. Now, Sony has a business process interaction management system which will help them reinforce customer intimacy,' says Vincent Trentels, CIS Business Development Manager at Dimension Data in Europe.

Dimension Data helps clients plan, build, support and manage their IT infrastructures. Sword Group sells business apps globally, with operations in 37 countries. In fiscal year ending December 2007 it generated $263 million in consolidated revenue.

In August TMC reported that Sword Ciboodle officials said they delivered a CRM system to online marketer Vistaprint, designed to 'help the company enhance its customer service capabilities.' 

Vistaprint officials said at the time Sword Ciboodle is 'the central technology hub for Vistaprint's customer support.' Vistaprint sells small businesses brand identity and promotional products, marketing services and electronic marketing tools. Company officials say they wanted support for multiple languages as well as normal CRM functionality.

'Our business is constantly evolving, and many of the existing CRM packages in the market were not the right fit for this kind of business environment,' said Michelle Healy, vice president design sales and service, Vistaprint, adding that Sword Ciboodle delivered the features required 'out of the box, on time and on budget.'