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NSW-backed insurer iCare hunts CXM provider

NSW-backed insurer iCare hunts CXM provider

Three-year software contract on the cards

Public workers compensation provider, Insurance and Care NSW (iCare) is seeking a software provider to implement a new customer experience measurement (CXM) platform. 

The State Government-backed insurer launched a tender for a provider to help it measure customer and employee engagement covering a three-year period, with initial deployment expected to take three months. 

The hunt follows the insurer’s deployment of a Net Promoter Score (NPS), a tool used to gauge the loyalty of customer relationships, in 2016.

Claiming its needs have “evolved” significantly since then, the organisation is now looking for an “advanced” customer and employee insights and analytics, a flexible and integrated technology solution that integrates with its own technology stack, plus a “fit-for-purpose” governance and improvement framework.

ICare, which delivers the insurance and care schemes for NSW residents, expects the solution’s implementation by December 2019. The successful provider will manage the technology for three years, with the option of a two-year extension.

The solution must allow access for 220 users, 15 who can use the system to build new tools and five with administration rights.

“As with our customers’ needs, iCare’s needs are also constantly evolving,” the organisation said in the tender document. “The ability to quickly introduce new measurement techniques/information sources, change business rules, to focus on different customer touch points or to conduct in-depth analysis on a ‘hot topic’ is all important.“

The tender closes on 9 August and work on the project is due to start the following month. 


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