Within the first year of engaging Jacada Ltd. (Nasdaq: JCDA), a leading provider of customer experience management and process optimization solutions for customer service operations, Permanent General Companies (PGC), an American insurance provider, was able to realize operations efficiencies and cost savings by reducing call handle times by nearly 19 percent and call center agent training by more than 35 percent. Through implementation of a Unified Desktop, a solution based on Jacada Workspace Agent Desktop, PGC agents were able to more efficiently and effectively handle customer inquiries, resulting in an improved customer experience.
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.”