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Looking to simplify its agents’ desktops, increase agent efficiency, and ultimately improve the customer experience, PGC decided to launch a customer experience process optimization project. PGC required a solution that would enhance customer satisfaction by allowing the customer service representatives to access policy information quickly and service their customers more efficiently. Among PGC's objectives was a reduction in call handle times and training for nearly 200 customer service representatives.

As a previously announced material deal for Jacada, PGC realized the benefits from the process optimization project over the course of the first year in production. Jacada's development and implementation team provided a solution that leveraged the existing business processes while simplifying the desktop complexity. The results: PGC was able to increase agent calls per hour, reduce its training time by 9 days, and reduce the agent ramp up time to full productivity by 30 percent. They also improved quality and First Call Resolution (FCR) metrics, reduced costs associated with Average Handle Time, and reduced capital expenses due to more efficient staffing.

"Jacada brought significant experience with national insurance markets as well as strong working knowledge of modern call center challenges," said Allison Garretson, vice president, customer service at Permanent General Insurance. “With Jacada, we achieved or over-achieved all of our targeted business benefits. Both our Average Handle Time and our Training and Agent Productivity improvements exceeded our expectations and are delivering significantly improved First Call Resolution and Customer Experience while delivering cost savings.”

"We are pleased with the successful results at PGC," said Gideon Hollander, co-chief executive officer for Jacada. "We teamed well with PGC to build a system based on their thorough understanding of customers' needs, and PGC’s commitment to creating a high quality customer experience. Over the last three years, Jacada has continued to win and successfully implement solutions for many of the large insurance companies based on our Workspace Agent Desktop product. This implementation is another example of how we bring value to the Call Center Experience.”

About Permanent General Companies
Permanent General specializes in nonstandard, specialty auto insurance. A.M. Best provides an independent rating of insurance companies, and recognizes PGC's financial strength and stability with an "Excellent" rating. Founded in 1963, Permanent General is headquartered in Nashville, TN and has over 700 employees. Permanent General Companies can be found at

About Jacada

Jacada provides solutions that optimize and improve the effectiveness of customer service interactions.  Jacada agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction and provide a complete return on investment within the first year after deployment.

Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at

A. Lee Judge
Marketing Programs Manager
[email protected]