Blue Flag Technologies

Blue Flag Technologies is a leading provider of business support and customer loyalty systems. Their solutions result from a unique combination of proven methodologies, a wealth of cross-industry and global experience, and a dedication to partnering with their customers.

Established in 1991, Blue Flag identified early on a trend amongst companies in placing more importance on providing customers with a better level of customer care. To fulfil this growing need, Blue Flag developed one of the most comprehensive business support systems available, SERVICEmail. One of Blue Flag's best selling products, SERVICEmail, was created to meet complaint management needs and provide extensive tools to not only augment customer service, but also to act as a focal part of a customer service strategy.

Central to SERVICEmail, is Blue Flag's primary aim of promoting customer care, and improving staff efficiency and profitability within the organisations they work with. To enable customers to achieve this goal, Blue Flag approached an addressing software supplier in 1998 with a view to integrating an Address Management solution into SERVICEmail. Graeme Whittaker, Managing Director, explains why, "With an Address Management solution fully integrated into our customer contact system, call centre personnel are able to capture accurate contact and address details on new customers, from just a postcode or partial address. This enables them to deal with enquiries effectively and efficiently, giving a more professional image of the company. It also ensures the company's database is populated with only accurate and correct information."

Blue Flag originally approached a leading competitor to Capscan for their address management needs. Their relationship with the supplier was reasonable at first, but this soon changed when the service provided by the supplier deteriorated. With a high level of service and support being a major requirement in their business, Blue Flag were unhappy with this and were keen to find another supplier. So when an existing customer of Blue Flag recommended Capscan's products instead, Blue Flag decided to try out those offered by Capscan.

The initial integration of Capscan software within SERVICEmail worked so well, that it convinced Blue Flag to choose Capscan as their primary address management supplier. Graeme Whittaker explains why, "One of the reasons we chose Capscan was because they are a customer focused company and could provide us with better service. What's more, when we switched to Capscan, we saw a significant improvement to our commission margins."

The integration of Matchcode and Zapcode into SERVICEmail has helped Blue Flag achieve higher levels of service, not just for themselves, but for their whole customer base as well, as Graeme Whittaker comments, "Capscan's products give SERVICEmail greater functionality, meaning that we can offer an enhanced overall package to our customers."

As both companies continue to cement the business relationship, the future of the Capscan and Blue Flag partnership is looking bright. "Our relationship with Capscan is working very well and we are very happy with the service we receive and the quality of their products. We have found them to be well suited to the market in which we operate", explains Graeme Whittaker.

Graeme Whittaker concludes, "As Address Management software is becoming an essential requirement in the market in which we operate and sell to, this makes the strong partnership we have formed with Capscan vital to our business. Because we have such a strong partnership, I see a long and rewarding future for both our companies."