This implementation is a completely new way of doing business for CUB, who have embraced the concepts of relationship marketing and have built, from the ground up, a fully integrated marketing contact centre and sales force operation unlike anything previously seen in Australia.

A multimedia contact centre had to be built first, followed by very complex data systems designed to recognise people as customers, relating to their own Account Manager in the contact centre. This meant retraining and re-equipping their whole sales force with new technology and changing the way they work - alongside a contact centre and e-commerce rather than simply taking orders.

Salespeople on the road and agents within the call centres were previously accessing different customer information. Now, following the implementation of Contact Centre Brains, customer service is immediate and contact details are reflected in real time.