Eight month Implementation Now Live on 200 Customer Care Rep Desktops
ATLANTA, GA – June 17, 2010 – Jacada, Inc., a leading provider of customer experience management and process optimization solutions for customer service operations, and Permanent General Companies (PGC), an American insurance provider, recently announced the implementation of the Unified Service Desktop, a solution based on the Jacada WorkSpace unified desktop platform.
The eight month rollout of the new desktop with PGC, as previously announced as a material deal for Jacada, represents the efforts of a thorough business process optimization project, in which Jacada’s development and implementation teams provided a solution that leverages the existing data structure while simplifying the desktop complexity. PGC’s objectives include a reduction in call handle times and training for nearly 200 customer service representatives, resulting in customer loyalty and satisfaction, and material annual cost savings.
“As we handle just over 1.4M calls annually, it is imperative that we provide exemplary service to our customers and our call center teams. We selected Jacada because of their accredited history with national insurance markets as well as their strong working knowledge of modern call center challenges,” said Wade Clark, the director of Customer Service at PGC.
In a unique market, PGC wanted to grow in a more efficient and cost effective manner by focusing on call center functions. PGC continuously improves their customer service efforts and prior to this rollout had implemented an analytics package to quantify first call resolution, target CSR coaching and identify common call types. The next step was to apply these lessons to the desktop to better service their policyholders. PGC utilizes a legacy mainframe platform and the acquired knowledge of its customer service representatives to navigate the customer management process. The insurance provider required a solution that would enhance customer satisfaction by allowing the CSRs to access policy information quickly and service their customers more efficiently.
“We are pleased with the successful implementation at PGC,” said Tom Clear, chief executive officer for Jacada. “We built a system for them based on their thorough understanding of their customers’ needs, and their commitment to creating a high quality customer experience. Jacada solutions will support PGC’s goal of maintaining a customer-focused and responsive culture, and we look forward to a long-lasting partnership with the company.”
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 www.pgac.com.
Jacada is a leading global provider of customer experience management and interaction optimization solutions. By bridging disconnected systems and processes, Jacada solutions create greater operational efficiency and increase agent and customer satisfaction. Founded in 1990, Jacada operates globally with offices in London; Munich; Stockholm; Atlanta, Georgia; and Herzliya, Israel. Jacada can be reached at www.jacada.com.
This news release may contain forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. The words “may,” “could,” “would,” “will,” “believe,” “anticipate,” “estimate,” “expect,” “intend,” “plan,” and similar expressions or variations thereof are intended to identify forward-looking statements. Investors are cautioned that any such forward-looking statements are not guarantees of the future performance and involve risks and uncertainties, many of which are beyond the Company’s ability to control. Actual results may differ materially from those projected in the forward-looking statements as a result of various factors including the performance and continued acceptance of our products, general economic conditions and other Risk Factors specifically identified in our reports filed with the Securities and Exchange Commission. The Company undertakes no obligation to update or revise any forward-looking statement for events or circumstances after the date on which such statement is made. Jacada is a trademark of Jacada Inc. All other brands or product names are trademarks of their respective owners.