Sword Ciboodle, a global provider of customer engagement solutions, today announced that in response to tremendous customer interest and market demand the company will enter 2012 with plans for double digit growth in staff across its regional locations around the world. As part of this growth, the company plans to double its North American operations, hiring project managers, business analysts and technical architects to meet the increasing demand for its software in the region.
"To enter the New Year with a substantial growth plan in response to industry demand is a great position to be in," said Mike Hughes, Global CEO of Sword Ciboodle. "Through the dedicated efforts of our talented staff and the strength of our technology platform, we are continuing to build on the great momentum of the past few years."
Over the past year, Sword Ciboodle has received praise and recognition from Forrester Research, the Gartner Group, and CRM industry guru Paul Greenberg for the abilities and reach of its platform, including its enabling of a powerful customer experience. In addition, the company has seen a doubling of its research and development team in response to demand from customers. Regionally, the company continued its North American expansion, adding two strategic executive hires: Mitch Lieberman as Vice President of Market Strategy and Richard DeFrancisco as the CEO of Sword Ciboodle Americas.
From a customer perspective, Sword Ciboodle saw a tremendous market response from companies across a diverse number of industries. This year alone the company has added wins with five large blue-chip organizations, in addition to expanding customer relationships that are already in place. Sword Ciboodle's customers are also demonstrating the success of their Ciboodle implementations: Smart Service Queensland and Marie Curie Cancer Care both received awards in their respective industries for excellence in customer service. A new customer recorded impressive ROI figures since the go-live of its Ciboodle system, including a 13% increase in First Call Resolution and a 30% reduction in Average Handling Time.
Sword Ciboodle also expanded its partnership program, adding CSC, IBM and SAS Analytics, among others, to its roster.