The PRWIRE Press Releases https:// 2002-08-08T18:02:00Z Graham Technology Appoints New Managing Director 2002-08-08T18:02:00Z graham-technology-appoints-new-managing-director Graham Technology has appointed Ross McGown as Managing Director of its Australian operation. The company provides Customer Relationship Management (CRM) solutions based on Business Process Management. Mr McGown has moved from the companys headquarters in Scotland, where he had a global management and strategic role for 18 months. His role is to continue to drive the growth that Graham Technology has achieved so far in Australia and ensure that the organisation becomes recognised as a key technology solutions provider. His experience spans the range of activities in which Graham Technology is involved including advanced CPM/CRM software, interactive television, systems integration and consultancy. Mr McGown, who has been a director of technology companies for a number of years, has also been heavily involved in high tech software development, media and computer game development. This experience has been built on the back of his experience with PricewaterhouseCoopers UK where he worked across a wide variety of sectors including media, technology, telcos, utilities, financial, heavy and light manufacturing and retail. About Graham Technology Graham Technology is the only provider of true, multi-channel customer-facing solutions that enable organisations to handle complex business processes and integration challenges. With over 15 years of global experience in Financial Services, Retail, Utilities and Telcos, Graham Technology has 100 percent success record for delivering customer systems to companies such as MBF, Energex, British Telecom, Scottish Power, Prudential Bank, Allied Irish Bank, and Great Universal Stores. Its flagship product, GT-X, provides a platform-independent framework for business processes to be rapidly developed, modified and deployed across multiple channels, with a strong focus on integration. The flexibility and scalability of this future-proof product allow business processes to be easily changed using GT-X as a platform for growth. With a commitment of 30 percent investment in R&D, Graham Technology continues to push back the boundaries in the development of technological solutions. Graham Technology Wins ENERGEX Sales Project 2002-04-30T13:13:00Z graham-technology-wins-energex-sales-project Graham Technology has won a major project with leading Australian energy company, ENERGEX, to implement its GT-X application framework for a Sales Capability solution within its Brisbane call centre. The Scotland-based software company won the contract despite strong competition from PeopleSoft and Siebel, cementing its position as a strategic platform supplier to ENERGEX after an earlier Customer Management project win. A Top 100 Australian company, ENERGEX retails and distributes electricity, natural gas, liquid petroleum gas (LPG) and a range of value-added products to over 1.1 million customers throughout Australia, New Zealand and parts of Asia. ENERGEXs General Manager, Shared Services, Peter Weaver, said the GT-X solution will give ENERGEX greater scope to differentiate itself. Graham Technologys framework gives us a strategic platform that will integrate with key operational systems to effectively support and enhance our business processes. This approach not only ensures rapid application development of the Sales Capability functionality we need, but also delivers far more flexibility than would be possible with a packaged solution, he said. Importantly it also integrates with our newly implemented GTX Call Centre Systems. In a market defined by increasing competition and aggregation, customer service is a key differentiator and essential to winning customer loyalty. GT-X enables us to flexibly re-engineer our business processes to underpin our customer sales and service strategy. To be based within its call centre, the ENERGEX Sales Capability solution will equip staff to conduct inbound and outbound sales campaigns to both existing and prospective customers. It will function seamlessly within the organisations customer service operation and will be closely integrated with a variety of back office systems to maximise the potential benefits of the new system. Graham Technology will provide both the software platform as well as the implementation expertise to develop and integrate the application within the ENERGEX environment. This latest win by Graham Technology follows its implementation of a sophisticated Customer Management System at ENERGEX in 2001. The GT-X solution went live in November to over 250 call centre agents in Brisbane and Southport, dramatically improving access to customer information to enhance productivity, reduce call lengths and increase customer satisfaction. Managing Director of Graham Technology Australia, Mairi Graham, said the Sales Capability project was an important win for Graham, endorsing its framework approach to manage process and integration. ENERGEX is a key account for Graham and this new project will strengthen what has already become a great partnership with one of Australias leading utilities. Customer Process Management is one of the biggest challenges facing businesses today, but it is an area where Graham Technology thrives and has proven success, she said. GT-X offers considerable flexibility in the way that integration is achieved, with the option to integrate directly to the back end systems or use middleware, depending on the customers requirements. In each case, GT-X acts as a strategic platform across the organisation to underpin business processes and extend the life of its technology investment. The ENERGEX decision also accords with research by Gartner which suggests that the framework approach is the way of the future for successful Customer Relationship Management (CRM) implementations. Graham Technology is the global leader in applying this approach with successful implementations at Scottish Power (UK/US), ENERGEX (Australia), British Telecom (UK), MBF (Australia) and Great Universal Stores (UK), among others. ENDS About Graham Technology Graham Technology is the only provider of true, multi-channel customer-facing solutions that enable organisations to handle complex business processes and integration challenges. With over 15 years of global experience in Financial Services, Retail, Utilities and Telcos, Graham Technology has 100 percent success record for delivering customer systems to companies such as MBF, ENERGEX, British Telecom, Scottish Power, Prudential Bank, Allied Irish Bank, and Great Universal Stores. Its flagship product, GT-X, provides a platform-independent framework for business processes to be rapidly developed, modified and deployed across multiple channels, with a strong focus on integration. The flexibility and scalability of this future-proof product allow business processes to be easily changed using GT-X as a platform for growth.. With a commitment of 30 percent investment in R&D, Graham Technology continues to push back the boundaries in the development of technological solutions. Graham seeks US cash 2002-03-19T14:04:00Z graham-seeks-us-cash Graham Technology, which is on the verge of securing a fresh 1.5m contract with a Dutch retailer, is looking at the possibility of raising venture capital in the US prior to a floatation in about three years time. Speaking at the companys new headquarters at the former India Tyre factory at Inchinnan, Renfrewshire, chief executive Iain Graham said the main reason for courting US funds was the need for marketing muscle in that country. Although the privately owned Scottish firm will post lower sales and profits for the financial year closing at the end of the month, it is still well placed relative to many of its peers in the battered tech sector. America is a big place, and I think we need to be on the west coast as well as in Boston, said Graham. For America I want to work with the venture capitalists to help you network and do your marketing. The company - which specialises in developing software to manage interaction between businesses and customers - is currently wholly-owned by its management and employees. The new headquarters has ample room for more staff as Graham Technology embarks on an aggressive expansion programme. The company is aiming to raise its sales from an estimated 15m in the coming year to 100m by 2005. It intends to do this by expanding sales into London, Europe, the US and Asia Pacific under the leadership of international sales and marketing director Mark Camilleri. Australian-born Camilleri says the best thing that happened to Graham Technology was the global economic slow-down. This will allow the company to compete against larger rivals such as SAP, Siebel and Oracle by forcing customers to closely examine the return they get on their IT investment. While the sector heavyweights can rely on the wow factor of their presentations skills and the kudos of their corporate identity, Graham maintains its technology regularly produces one of the highest return on investment (ROI) ratios. As clients have slashed spending across the board, ROI has become an increasingly powerful selling tool. Chief executives and everybody else are now under pressure to justify their expenditure, and that plays right into our sweet spot, Camilleri said. We rarely do not get a meeting based on that kind of speak. The new Dutch contract will be Grahams second new business win in that country in recent weeks, following a January agreement to supply the companys GT-X7 platform to Dutch telecoms operator KPN Mobile. Holland will therefore become the preliminary focus for Grahams expansion into Europe. Although the company does have customers in other countries on the continent, its Dutch sales are among the strongest. In addition to turnover targets, the management team has also laid out provisional plans to go for a market floatation in about three years. Graham Technology has flirted with a listing before, having said in mid-2000 that it hoped to become a quoted concern within 18 months time. Those plans were put on hold amid the technology fallout of 2001. Whether the company goes ahead with raising venture capital prior to its new floatation deadline will depend to a great extent upon the amount of cash on offer from an investment sector still nursing heavy tech-related losses. Although Graham says he is in no desperate need of cash, he doesnt want to give equity away cheaply. No final decision has been made as to how much of equity might be sold, but the starting point for such deals is typically in the 25% to 30% range. Talks are currently taking place with Merrill Lynch and Lehman Brothers. MBF implements GT-X 2002-03-11T21:30:00Z mbf-implements-gt-x The catalyst for implementing Graham Technologys GT-X in April 2000 into Australias largest privately owned health insurance provider, MBF, was the knowledge that in a fiercely competitive industry, the companys customer service would be its key differentiator. MBF conducted significant research on many of the worlds leading CRM solutions, including a study tour of the UK and US. GT-X stood head and shoulders above the rest in terms of functionality, track record and pricing, said Paul Sanderson, Manager of Customer Servicing at MBF. GT-X uses a Business Process Server architecture to deliver the required information to the user, as opposed to the user having to manually look for it. Silences are deafening for the customer when the operator is mining the information required, said Mr Sanderson. GT-Xs demonstrated flexibility also meant that information could be either added, changed or deleted and customised to suit the user or the project, he said. In terms of customer management, GT-X is a true CRM solution. It [GT-X] acknowledges that a key differentiator for businesses such as ours, is its ability to provide high quality service, added Mr Sanderson. To support this need, GT-X is geared towards helping our employees provide a more efficient service and improve the MBF experience, given the grudge purchase nature of our industry. With the Governments introduction of the Lifetime Health cover penalty scheme, MBF experienced an extraordinary consumer rush as people hurried to take advantage of the initiative. According to Mr Sanderson, Graham Technologys GT-X provided the necessary tools that helped MBF manage its customer relationships successfully, during the sales challenge of Lifetime Health. For MBF, this saw its customer call centre - sales division - increase from 30 operators to 180 in June. Customer calls gradually escalated from 10,000 per week to 10,000 per day for sales alone, with customer conversion rates rising from 8% to 80% (MBF: Please confirm we can mention this). The Customer Facing System project (CFS) commenced in August 1999. Phase one was rolled out to Sydney and Brisbane by the end of April 2000 and is being progressively enhanced through further scheduled rollouts. The GT-X Telesales project, which ran in conjunction with CFS, was implemented within two months. According to Mr Sanderson, health insurance sales doubled literally overnight, irrespective of the subsequent Lifetime Health cover penalty scheme. GT-X has now replaced 70 screens and 10 manual information folders with a series of simple scripted screens, allowing more efficient customer information management. We believe our current conversion rates speak for themselves, said Mr Sanderson. Our goal is to ensure customer satisfaction 24x7 and GT-Xs ability to integrate with telephony - CTI, IVR, voice recording and PABX, allows us to serve our customers wherever they are and whenever they choose to make contact, said Mr Sanderson. This gives us the opportunity to become relationship managers rather than information miners and deliver a one-to-one experience across all delivery channels. MBF is a long standing Informix customer. The GT-X application server stores all its data in Informixs Dynamic Server RDBMS. This combination of technologies had already been successfully deployed at various sites around the world. MBF is also using Fujitsu's corporate systems for membership and claims information management. Tibco provided the middleware software that enables the Customer Facing System using GT-X to access these back-end master files in real-time at point of contact. Fujitsu assisted with the implementation of the middleware software. Case Study Egg 2002-03-11T21:30:00Z case-study-egg In October 1998, Egg launched an exciting new e-commerce proposition from Prudential Bank . The objective was to give technology-literate consumers the opportunity to personalise their banking - and the end result was quite outstanding. Under the Prudential umbrella, the company offers three distinct brands: Prudential branded products that are targeted at the insurers traditional customers; Scottish Amicable, the lead brand through independent financial advisors; and now Egg. Egg was conceived as a direct, scalable, customer relationship business to deliver personalised consumer experiences via phone, Internet and post. At the heart of the initial Egg project was the delivery of a 700-seat call centre facility in which Graham Technology was the prime contractor. Utilising GT-X as the cornerstone of the call centres customer management systems, this project heralded the start of a strong, on-going, commercial relationship between Egg and Graham Technology that went beyond the traditional customer/supplier model. The Business Opportunity Egg had anticipated signing-up 13,000 customers in the first year, through market-leading financial services products including mortgages, loans and savings accounts. The reality was that Egg recruited 150,000 customers within two months of operations, taking over 1.5bn in deposits. Egg was positioned as the fastest growing financial services company by a factor of four. Critical to Eggs operations was the capability to have one universal view of each and every customer, driven by a robust, flexible and highly performing IT infrastructure. Egg committed to listen, learn from and respond to customers needs with tailored financial solutions and required technology partners that would have the same commitment to respond and deliver superior functionality. "It would almost be like dancing. If the customer wants to do the waltz, the system will do the waltz. If the customer wants tango, itll tango. Tom Ilube, Program Manager, Egg. Egg conducted significant research on many of the worlds leading CRM solutions. GT-X stood head and shoulders above the rest in terms of functionality, track record, pricing and technological fit. Cultural synergy also played a key role in the decision to deploy GT-X as the framework for the call centre solution. We decided on GT-X because it allowed us to migrate to a flexible architecture that would enable us to meet and indeed exceed, our needs now and in the future. We needed a real partnership rather than a traditional customer/supplier model. As well as the capabilities of the software, the selection of Graham Technology was influenced by the cultural similarity between our two organisations." Pete Marsden, IT Director, Egg. Graham Technology was on-site within two months. The Business Solution Egg needed flexibility, speed of development and proven scalability and robustness. Its existing call centre systems were not designed for this new environment and would have been too difficult to adapt. GT-X was chosen as the new call centre solution with Sun Microsystems the hardware of choice and TopEnd to provide a new middleware layer. Graham Technologys dynamic RAD (Rapid Application Development) approach to projects was viewed as critical to the successful delivery of Egg. As product offerings were still being changed five months into the project, the company was defining business processes as Graham Technology was building the customer management systems. This meant that business processes had to constantly be modified with design and development work being carried out until the Egg data model was finalised mid-implementation. GT-Xs flexibility was key in allowing changes to be made as processes were introduced and amended. Their expertise and professionalism have been priceless assets. Pete Marsden, IT Director, Egg. Project Management and Co-ordination The project team combined Graham Technology, Egg and Kainos. The result was the successful launch of Eggs call centre facility based on GT-X customer management systems that were developed from scratch in 20 weeks. The telephony struggled to cope with the over-subscription and approached switchboard meltdown but G T-X did not fail despite the massive volume. "We built a call centre in less time than many organisations Ive worked with would take to sign-off a proposal. Graham Technology has proved itself not only an excellent technology partner, but an irreplaceable business partner, with as much commitment to our business targets as we have," Pete Marsden, IT Director, Egg. The number of customer applications received at the launch of Egg far surpassed expectations, with the level of resource needed to process the forms seeming impossible to sustain. However, within two weeks, Graham Technology had built a rapid application capture process, specifically designed to streamline data entry. Shortly after, Graham Technology built a transaction-capture process. Despite the incredibly complex integration required, these processes were deployed real-time to allow financial transactions to happen on the desktop - a first for Prudential Bank. New processes were developed to cope with the unexpectedly high volume of calls, many existing processes were amended and all changes were made without any down-time. The On-Going Partnership Graham Technologys commitment to and focus on business processes transformed the way in which Egg managed its customers experience successfully. Egg views GT-X as being key its success. Graham Technology continues to work with Prudential Bank and Egg to develop as well as improve the quality and efficiency of its direct customer offering. The relationship has matured to the point where Egg is now self-sufficient in developing and modifying their GT-X applications to support their ever-changing business environment. As a result of the success of this implementation, ongoing collaboration between Graham Technology and Egg is underway. Through GT-X, the new Boots / Egg credit card is giving Egg a competitive edge and allowing it to differentiate itself on exceptional customer service in a commoditised market space. On-site application development of GT-X and ongoing consultative assistance are a regular part of the Egg agenda. Eircom Case-study 2002-03-11T21:15:00Z eircom-case-study Established in January 1984, Eircom, Ireland's largest communications company, is the principal provider of fixed line and mobile telecommunications services in Ireland, offering a wide range of advanced voice, data and multimedia services. The company was floated on the Irish, London and New York stock exchanges on 8th July 1999 and changed its corporate identity from Telecom Eireann to Eircom. Since 1992, there has been a gradual opening up of the Irish telecommunications market. The telecommunications market was completely liberalised on 1 December 1998, including the market for fixed line voice telephony services. Ireland now has one of the most liberalised telecommunications markets in the EU. Eircom expects that competition will continue to increase from new and existing competitors. Prior to the liberalisation of the Irish telecommunications market, the company was historically the exclusive provider of national telecommunications services in Ireland. To prepare for full competition in all markets, Eircom launched the transformation programme in 1997. This programme is intended to strengthen the company's competitiveness, particularly in the fixed line telecommunications services business, through specific measures designed to enhance revenue growth through existing and new business, improve customer service and increase operational efficiency. A complete systems solution was required to achieve the business objectives through an integrated CRM business architecture that would address core weaknesses. The system would support end-end management of customer interactions. The Business Requirement: The transformation programme aimed to achieve best in class in call handling through: Greater efficiencies in order processing to lower processing costs Greater efficiencies in query processing to lower processing costs and improve customer service. Increased sales to increase revenue generation. Process for customer saves to reduce customer loss. Integrated e-channel. In 1997 the Customer Sales and Service division of Eircom were faced with the following issues: No system integration Paper based system used for order taking and diaries No customer contact history Call handling inconsistencies and delays Poor data available Long call durations High cost per contact Inefficient processes Missed tasks GT-X - The Business Solution In 1997, Graham Technologys GT-X was chosen as the driving technology behind the transformation process. GT-X was selected to integrate all new and legacy systems, providing the operator with a common front-end. The GT-X is system is process driven ensuring the most efficient processes are used at all times and provides knowledge on the network of business rules and sales opportunities etc. Operators now had all the information required at exactly the point in the process where they needed it. Through the process orientation of GT-X operators were empowered to sell new services and discount plans to customers and significantly increase the number of electronically enabled connections. Operators were also able to view previous customer contacts, ensuring high levels of customer service and increase in sales. We needed a sophisticated system that would provide us with the tools to excel in our new, competitive environment. GT-X was chosen as our driving technology due to its integration capabilities and the fact that it would meet all of our business requirements including lowering costs and increasing revenues. (John Thompson, Head of Transformation Programme, Eircom) The new GT-X system was implemented throughout 7 national customer sales and service centres in Ireland, by Kainos, partners of Graham Technology. Results: Having implemented GT-X, Eircom have now achieved full integration, electronic diary and order management, recording of all customer contact history details, consistent call handling and good timely information is now available. This has resulted in shorter call duration, lower costs per contact, electronic enablement is maximised, more efficient processes and automated processes where the system performs all tasks. GT-X has enabled considerable improvement on key performance indicators: Average call processing In 1997, the average call processing time was 15-20 minutes. With the GT-X implementation, call duration averages 5 minutes. Revenue per Decision Making Contact (DMC) In 1997, revenue per DMC was 3. With the GT-X implementation this has increased to 5.51. Speed of Answering Calls In 1997, the average speed of answering calls was 200 seconds. With the GT-X implementation the average speed of answering is 10 seconds. Service Levels In 1997 service levels were 10%. With the GT-X implementation this increased to 85%. Electronic Enablement In 1997 electronic enablement levels were 12%. With the implementation of GT-X, this has increased to 47 %. Graham Technology recognised the transformation that has been achieved at Eircom in the past 3 years. This transformation has not confined itself to business operations - Eircom has achieved a cultural transformation as well. Graham Technology believe that Eircom has successfully come through the challenges of transformation. Eircom has become a pro-active, customer-centric organisation that is well placed to excel further ahead of its competitors. We are delighted that GT-X has been a driving technology in helping Eircom achieve its objectives. (Iain Graham, CEO, Graham Technology) At the Graham Technology User Conference 2000, Graham Technology awarded Eircom with an Outstanding Customer Award as Telco of the Year. ScottishPower Case Study 2002-03-11T21:15:00Z scottishpower-case-study The ScottishPower project is a 400 seat call centre in which Graham Technology is the prime contractor, supplying GT-X Software , Sun hardware and services to assist with the configuration and implementation of the call centre management system. The Business Opportunity ScottishPower is a major electricity, gas and telecommunications provider with headquarters in Glasgow. ScottishPower provides services to over 5 million customers per year and has an annual turnover of 3.9 bn. They recently installed a new call centre to accommodate their business process and to improve customer service. The Corporate Vision of ScottishPower has set the goal of becoming a world class multi-utility organisation delivering increased value to shareholders, customers, and staff. Retaining existing customers and winning new business is key to achieving this goal. ScottishPower recognised that by transforming their customer service management they would be positioning themselves to achieve this. The need was therefore identified to establish a 400 seat call centre dedicated to customer service. The Business Problem ScottishPowers market has become more complex due to the liberalisation of the electricity, telecommunications, water and gas industries. It is becoming increasingly important for ScottishPower to adapt to these changes and provide an all encompassing customer management system to deal with the diverse nature of their market. Before the introduction of the new call centre, each customer-facing business division within ScottishPower handled customer contacts separately. The treatment of customers was inconsistent both across the company and within Distribution and Supply (D&S) where working practices varied both between and within districts. The systems and technology (e.g. interfaces to CAPSIS) did not assist staff in dealing with customers in a user friendly way. GT-X : The Business Solution The solution had to address ScottishPower's outlined objectives of the customer service centre, these were : 1. Customer service is at the heart of the relationship between customer and company and services must be continually developed to meet the aspirations of both. 2. To allow exploitation of new market areas with substantial expansion capability for 3rd party service delivery. 3. Must be able to deal seamlessly with other utilities after 1997 4. Must support the marketing and branding of ScottishPower. In order to respond to the complexity of the market , Scottish Power recognised the need for a transformation in its processes to provide the highest level of service. GT-X was able to facilitate the dramatic shift from correspondence based business processes to telephony based business processes. Moving into the call centre arena presented individual management challenges such as, handling telephone calls, providing operators with information, service consistency and controlling the process. In addition to addressing these issues, GT-X was the catalyst that transformed Scottish Power's business processes to provide world class levels of service. GT-X was recognised as the tool that would significantly reduce training time, increase productivity and bring consistency of service. Project Execution. The project was approved in July, 1995. The process re-engineering was completed in February, 1996. The live pilot started on April 26, 1996 with 40 operators, increasing by 40-50 users every fortnight. Today there are 400 in operation. The successful technological and business transformation has allowed ScottishPower to improve and develop its leading edge solution. ScottishPower have taken in excess of 1,000,000 calls with GT-X and are now implementing GT-X throughout other business areas. Project Management and Co-ordination Graham Technology supplied a project manager, technical architect and in-depth technical assistance (training and technology transfer) . These services worked together with ScottishPowers individual project managers dealing with the co-ordination of the overall project. Graham Technology's recommendation was that all agents be provided with Sun X Terminal 1 machines, combining fast graphics performance with low maintenance and administration costs. This multi-layered client/server architecture was recommended for reasons of flexibility, stability and resilience. Having accepted the recommendation, ScottishPower has found performance to meet with their high expectations. Software / Support & Maintenance The support was excellent. It was outstanding. (David Jones, Managing Director of Information Systems, ScottishPower) The GT-X process server tool-kit was the key element to the new system, delivering process support to call centre agents. GT-X applications principally store business on Oracle or Informix databases. Hardware and software support & maintenance were also supplied by Graham Technology as required. Business Gains. The cost of implementing the project was a lump-sum bid at 3.8 million. Ultimately, however the IT solution was delivered at 3.6 million. The change in technology and business approach reduced the cost per month to one tenth of what it was previously. The pay-back of the investment was achieved within 20 months. The implementation of GT-X reduced training times from six months to two weeks. 98% of the calls, compared to 60% three years ago , are now dealt with on the first hit, because the information is immediately on hand. ScottishPower call centre agents are now able to handle a variety of tasks including meter enquiry, change of address, credit enquiry or a sales query. ScottishPower's Managing Director of Information Systems, David Jones expects the move away from mainframes to client/server architecture to save the company 50 million over the next 4 years. He emphasises, however, that the objective of the project is not to save money but to deal with the challenges of the business and to allow maximum flexibility in today's ever changing environment: "We want to ensure our IT systems can deal with the challenge of the business. And if you say that all your applications have to run on a mainframe, instead of taking advantage of the flexibility that is available in distributed Unix client/server, then ultimately you are restricting the business." GT-X has been designed to operate in a moving technology environment (where access is needed both to legacy and new systems data) as it enables customer enquiries to be dealt with effectively at the time the customer calls rather than having to call back once the relevant information has been found. GT-X also allows all information to be accessed through a single system instead of requiring multiple screens. David Jones went on to describe the new system: "Our IT system totally underwrites our customer facing processes. They were delivered to time and cost and the customer has gained huge business benefits. The only way to get the edge is to go for leading edge systems put in by leading edge people." Partners for the Future ScottishPower has now become a multi-utility organisation and are operating at the forefront of leading-edge technology. GT-X has transformed the business processes to such an extent that Scottish Power was totally prepared with a seamless solution for their emergence into the multi-utility market. Graham Technology is now working as a strategic partner with Scottish Power to continuously improve their multi-utility services. After a successful transfer of knowledge and technology from Graham Technology, ScottishPower have become self-sufficient in developing and modifying their own scripts to meet their changing business requirements. Scottish Power believe that the new system has met all of their business requirements and that their relationship with Graham Technology is a true partnership. David Jones said, "We needed a partner with courage, innovation and commitment to deliver. What has been delivered? We believe the best call centre in Europe. Graham Technology have a total team mentality - complete focus - One goal, one purpose, one team. They really make it happen."