ICICI Lombard Insurance Services Implements Talisma v6 CRM; To Enhance Customer Service for Claims Processing.

BELLEVUE, Wash. -- Insurance giant sets new level in customer service with multi-channel Customer Relationship Management solution from Talisma

Talisma(TM), a leading provider of multi-channel CRM solutions, announced today that its solution has been deployed by ICICI Lombard, a leading provider of customized insurance solutions. Talisma V6 will provide ICICI Lombard's customers with enhanced customer service through quicker and more accurate claims processing.

ICICI Lombard's customer service representatives now access a single screen view that provides a 360-degree view of the customer and a complete audit trail of all customer interactions. This interaction includes contact information, customer profiles, appointments, and service requests, regardless of communication method (chat, email, or phone). The improved speed and accuracy of claims processing, powered by Talisma v6, has led to increased customer retention rates for ICICI Lombard.

Implementation of Talisma v6 has allowed ICICI Lombard to map its internal claims processes, eliminating the need for call center agents to process and forward each document individually to the company's Claims Managers. Once information has been input to the system and verified, Talisma v6 records the details of each claim and assigns the claim to the organization's operations team for payment. This new integration permits agents to manage claim requests quickly and accurately saving time by incorporating information from a range of back office systems into a single interface.

"Our CRM strategy spans the entire organization from front-office to back-office. It is a commitment that we have made to put customers at the heart of our company. We are focused on using multi-channel and self-service capabilities to help in our business growth. With the success of Talisma v6, we plan to expand the footprint to include our partners through Talisma's Web client, giving them access to relevant functions over the internet," said Mr. Sudhir Salian, Head -- IT & Retail , ICICI Lombard.

From a marketing perspective, Talisma's v6 enables ICICI Lombard to proactively build customer relationships through targeted outbound campaigns. Contact databases can now be integrated into the CRM solution, providing staff with campaign management tools. This ensures that each contact receives the correct outbound communication, thereby dramatically increasing customer acquisition levels.

"Improving customer retention and acquisition is vital in today's competitive global insurance market. We have helped ICICI Lombard reduce the complexity and time spent on each claim by eliminating the need to process information from a variety of back-end systems," commented Dan Vetras, President & CEO of Talisma. "Our partnership with ICICI Lombard underlines the value Talisma brings to the insurance services marketplace. "

Talisma v6 is a scalable, flexible, robust solution that integrates with the organization's large existing legacy system preventing costly infrastructure changes. The CRM solution is a powerful platform with built-in extensibility and scalability to support thousands of users, enabling ICICI Lombard to grow without a reduction in productivity.

About Talisma

Talisma is a global provider of multi-channel CRM solutions that integrate the power of self-service, E-mail, chat, phone and campaign applications with a mature, robust enterprise multi-channel interaction management platform, comprehensive analytics and a fully integrated system-wide database. Talisma's global customers include Microsoft, Clear Channel, Citibank, Coast Capital Savings, Aviva, HGTV, MWB, and Sony. Talisma is based in Bellevue, Washington, with offices across the United States, Europe, and Asia. For more information, please visit www.talisma.com.

About ICICI Lombard General Insurance Company Limited

ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited -- India's second largest bank and Fairfax Financial Holdings Limited -- a US$ 26 Billion diversified financial services corporate engaged in general insurance, reinsurance, insurance claims management and investment management. Lombard Canada Ltd., a group company of Fairfax Financial Holdings Limited, is one of Canada's oldest property and casualty insurers.

As an alliance, ICICI Lombard combines the forte of the two most trusted names in the financial sector. ICICI Bank's strong brand equity, extensive distribution network and sound technological infrastructure to serve customer needs joins forces with Lombard's domain knowledge, product innovation and business processes based on international best practices in the insurance business. To the Indian consumer this means the security of strong parentage with access to a range of customized and innovative insurance solutions supported by internationally benchmarked service levels. Please visit www.icicilombard.com or email to [e-mail]