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London 22nd November 2001 - Software Resources Ltd, the exclusive Irish partner of Talisma - provider of powerful, easy-to-use electronic customer relationship management (CRM) solutions - today announced that BUPA Ireland has selected Talisma's CRM solutions to satisfy their e-mail management requirements for its customer care centre in Fermoy, Co. Cork. Software Resources will implement Talisma’s Service and Marketing Suites. These will enable BUPA Ireland to provide the highest level of on-line customer support and service for customers who interact with BUPA Ireland via e-mail as well as the phone.

This is the first implementation of Talisma’s multichannel CRM solutions in Ireland since it entered the Irish market earlier this year, through a strategic partnership with Software Resources. Sean Kearns, Vice President of Talisma said, “Ireland is a very important market for Talisma, our collaboration with Software Resources and their successful implementation at BUPA Ireland demonstrates, that together, we can make a difference.”

The project will utilise Talisma’s Service Suite, which intercepts mails sent to "" and routes these automatically to the relevant person within BUPA Ireland. It keeps track of all customer mail interactions allowing BUPA Ireland to monitor service levels. Talisma's Marketing Suite has the potential to enable BUPA Ireland to deliver personalised, relevant and targeted communications to its customers, and subsequently evaluate their effectiveness.
"Providing first class service is one of the key differentiators for BUPA Ireland. We have built up a reputation for excellence in customer service, which was acknowledged by the receipt of the Excellence Ireland Award for best large service company in November this year,” says Ann O'Donnell, Customer Services Manager of BUPA Ireland. “Our objective is to continue to seek new ways of providing customers with an outstanding level of service” regardless of their preferred channel of contact. This implementation will ensure that any e-mail or Web form sent to us is captured, routed to the relevant person and responded to quickly and efficiently”.

In the past three years, there has been an explosive growth in the use of electronic channels. However, traditional CRM solutions were designed with the assumption that the telephone and post are the primary customer touchpoints. According to Gartner, by 2004, 70 percent of enterprises will fail at CRM because they underestimate the value of applications enabling multichannel interaction with customers. ‘The electronic channel customer communication has been a 'black hole' for traditional CRM solutions” says Eric Cooney, CRM Product Manager for Software Resources. “BUPA Ireland is using Talisma to overcome one of the greatest challenges that call centres face today by leveraging a CRM strategy which can be used across all customer channels”.

According to Dónal Clancy, Director of Information Technology at BUPA Ireland “Talisma's open and agile architecture was a fundamental consideration in the selection process. Within a few weeks we had the entire system implemented and configured to meet our needs”.

About BUPA Ireland -

BUPA Ireland is part of the BUPA group, the international health care organisation which insures over three million members in over 170 countries throughout the world. As a "not for profit" organisation BUPA has no shareholders, instead all its surplus is reinvested into health care. BUPA Ireland was established in June 1996 and has offices in Fermoy and Dublin. It currently employs over 140 staff and provides nearly 250,000 members with private health insurance throughout the country.

About Talisma –

Talisma Corporation is a provider of interaction-centric CRM solutions for service, sales and marketing. Talisma’s proven philosophy of rapid software deployment and use-based evolution has helped hundreds of companies create long-lasting and profitable customer relationships and see early returns on their investment. Whether hosted or installed, modular Talisma ™ eCRM products and services are easy to deploy, extend, integrate, and scale.

Headquartered in Seattle, Talisma has more than 525 employees with offices in India, Europe, Asia and 15 cities across the U.S. The company has a rapidly growing list of more than 400 customers including Real Networks (Nasdaq: RNWK), Exodus (Nasdaq:EXDS), Lowe’s Companies Inc. (NYSE: LOW), Air Products (NYSE: APD), MSNBC,, Google, Twinings, EMI, Mexicana Airlines, Tupperware and Talisma is privately held with investments from Oak Investment Partners, Madrona Venture Group, The Carlyle Group, SeaPoint Ventures and Cedar Grove Investments.

About Software Resources -

Established in 1984, Software Resources has been the premier J.D. Edwards Irish partner for more than 10 years, delivering strategic, e-business solutions to all industry sectors. The company has recently extended this offering through its exclusive partnership in Ireland with Talisma, a full-service provider of easy and powerful electronic customer relationship management (CRM) solutions.
Based in Sandyford, Dublin with more than 50 highly skilled staff, Software Resources offers technical and application consultancy to domestic customers, government and multinational organisations, implementing end-to-end solutions from the world leaders in enterprise business solutions.

For further information contact:

Sean Kearns
Vice President Talisma
0870 9041122


Sue Eyles or Rachle Argyle
BlueBird Associates Ltd
01491 842940

This press release was distributed by ResponseSource Press Release Wire on behalf of Bluebird Associates in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit