Xchanging operates a comprehensive range of outsourced mission-critical back-office services for the London insurance market and has over 4,000 customer contacts within 500 insurance organisations. The initial stage of the Talisma implementation, which began in March 2004, created a central information source across the organisation by consolidating a variety of disparate information repositories from within the business. Xchanging now has a single 360-degree view of each customer, including: contact information, customer profiles, appointments, service queries and a complete audit trail of interactions.
"The nature of our role in the London Market means Xchanging has a significant number of customer facing employees dealing with our 500 customer organisations. A central information resource is critical to enable us to coordinate our activities and improve our response to customers," commented David Ward, Customer Director, Xchanging. "We have worked with Talisma in different parts of the Xchanging group for a number of years and have confidence that Talisma's flexible CRM solution will provide us with the tools to make better informed service decisions and engage with our customers more effectively."
Xchanging also delivers best-in-class integrated Human Resources services to global corporations and has been using Talisma's Multi-channel CRM solution since 2002 to manage the delivery of its HR services.
Commenting on its relationship with Xchanging, Craig Gordon, managing director, Europe for Talisma, said, "There are now multiple installations of Talisma's CRM solution throughout the Xchanging group. The adoption of Talisma to manage Xchanging's own customer relationships within its London Market insurance business is testimony to the strong relationship we have with the organisation and the success of Talisma as its integrated CRM solution."