MORE TH>N, Royal & SunAlliance’s UK Direct Insurance Brand, Selects InStranet’s Multi-Channel Knowledge Application
To meet the challenge of further enhancing the customer experience, MORE TH>N implements InStranet’s CCIL Knowledge Application to deliver and embed accurate and relevant business knowledge to their contact center representatives

CHICAGO – February 19, 2008 – InStranet, Inc., a global provider of multi-channel knowledge applications, today announced that MORE TH>N, the Direct UK insurance brand of Royal & SunAlliance, has deployed InStranet’s patented, award-winning Contact Center In-Line™ (CCIL) application.

InStranet’s CCIL knowledge application allows companies to deliver contextual and profile based knowledge, such as policies, product promotions, and trouble shooting information to millions of end users in multiple locations; contact centers, web self service, and the retail channel. InStranet’s CCIL packaged business processes, with its Customer Experience Wheel, ensures that there are no blind spots in the knowledge base, and provides dynamic navigation rules that are intuitive for both agents and customers. In addition CCIL provides real time intelligence about how successful the knowledge base is in answering customer inquiries. MORE TH>N recognizes this added value, and in its ongoing effort to provide exceptional customer service implemented CCIL.

“We were faced with a challenge of being able to provide our Service Center with the right information regarding our products and propositions, plus be able to push communications and messages to the right people at the right time”, said Andy Hobbs, Central Services Consultant at MORE TH>N. “The key element of our challenge was not just that we were able to make sure that people had received the information but also identify where we had knowledge gaps and be able to target and direct our training and coaching resources to close these”. Hobbs continues, “To ensure that we really stand out from our competitors in relation to customer service, it is vital that our people are confident that there is a single hub where there is just one version of the truth. To then be able to tailor this information and subsequent training and development to the individual is something very special. We are looking forward to working with InStranet on these key areas of our business in our continued quest to delivering the best customer care for our customers."

“InStranet has the best available knowledge management application on the market and we’re pleased to work with an industry leader like MORE TH>N , helping them to provide superior support to its customers,” said Alan Barr, Managing Director of InStranet UK. “Beyond the successful and timely deployment of CCIL, we are proud of the user acceptance and enthusiasm around our application”.

About InStranet

InStranet is a leading provider of multi-channel knowledge applications. Global 2000 companies rely on InStranet's solutions to automate content and knowledge delivery for contact centers, field sales, and Web self-care, for servicing and sales initiatives. InStranet's Multi-Channel Knowledge Applications enable businesses to securely create, manage and deploy critical profile-based content for enterprise channels, and to analyze results to identify key successes or areas for improvement.

InStranet is working with many high-profile enterprises, including 3M, AXA, France Telecom, Orange, SFR Cegetel, Tele2, Transcom, UPC Noos, VimpelCom, and Zurich North America. Global partners include Amdocs, Aspect Communications, BEA Systems, Genesys Telecommunications, IBM, Oracle Corporation, salesforce.com, and Sun Microsystems. InStranet is headquartered in Chicago with offices in Paris and London, and technology and distribution partnerships throughout Europe and Asia.

About Royal and SunAlliance

Royal & SunAlliance is one of the world’s leading multinational quoted insurance groups, with the capacity to write business in over 130 countries and with major operations in the UK, Scandinavia, Canada, Ireland, the Middle East and Latin America. Focusing on general insurance, it has around 21,000 employees and, in 2006, its net written premiums were £5.5bn. With an almost 300 year heritage Royal & SunAlliance is the oldest insurance company in the world still trading under its original name.

Within the UK, Royal & SunAlliance is the largest commercial lines insurer, covering the insurance and risk management needs of a significant number of FTSE 100 companies. It has a full multi-distribution capability, writing business through brokers and corporate partners, direct and online. Royal & SunAlliance is also one of the UK’s top three personal motor and household insurers.

In December 2006 Royal & SunAlliance became the first insurer in the UK to be carbon neutral. The company has cut its carbon footprint by over half since 2000 and has offset the remainder by purchasing voluntary carbon reductions.

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