Comparethemarket.com owner to roll out new CRM system

The CRM software will support several BGL call centres

Insurance firm BGL Group is to implement new customer relationship management (CRM) software to improve the service it offers to clients.

The company, best known for brands such as Comparethemarket.com and for supporting insurance products sold by the Post Office and Marks & Spencer, is undertaking a phased rollout that will see its home and motor insurance sales teams using the system by the end of this year.

This first stage will cover processes such as quote creation and conversion, cross-selling and correspondence. Subsequent phases will add customer service processes including mid-term adjustments, renewals and cancellations.

The software, from supplier Sword Ciboodle, will be used by contact centres in Peterborough, Coventry, Sunderland, Peterlee and Cape Town, South Africa, and give agents access to all customer communications made by phone, web, email or post.

"Part of our business strategy is to be able to respond quickly and in a more agile way to change, and we also need a solution that we can take on and develop ourselves following the initial rollout," said Sean Melia, associate director, programme delivery at BGL.

“[The software] allowed rapid creation of processes and was quick to change. We are looking forward to delivering an outstanding solution that will support the future direction of this company."

BGL has more than two million customers and employs 2,000 people.