SUCCESS STORY PRIMERICA, INC. PROFILE CHALLENGE SOLUTIONS
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1 PROFILE CHALLENGE SOLUTIONS 03 R E S U LT S 04
2 CLIENT PROFILE Primerica, Inc., founded in 1977 and headquartered in Duluth, GA, is a leading distributor of financial products to middle-income households in North America. Primerica representatives educate their clients about how to better prepare for a more secure financial future by assessing their needs and providing appropriate solutions through term life insurance, mutual funds, annuities and other financial products, which the company distributes primarily on behalf of third parties. Primerica has insured more than four million lives and maintains over two million client investment accounts. The company s stock is included in the S&P MidCap 400 and the Russell 2000 stock indices and is traded on The New York Stock Exchange under the symbol PRI. Primerica has been a Bell Techlogix partner for seven years. During that time, we ve delivered consistent service, improved customer satisfaction and extended support hours, all while reducing IT costs. CHALLENGE In 2005, Primerica changed the way new representatives joined the company, placing more emphasis on subscribing to Primerica Online. As a result, the number of Primerica Online subscribers increased dramatically, from around 20,000 to close to 90,000. Primerica attempted to handle all of its tech support internally during this transition, but soon found their staff overwhelmed with the sheer volume of service requests. Due to the backlog of requests, customer satisfaction decreased and Primerica experienced costly high turnover rates. They needed an outside party who could provide the support their sales representatives and customers required. They found a partner in Bell Techlogix.
3 SOLUTION In 2007, Primerica retained Bell Techlogix to help process the company s service requests. Bell Techlogix employed our world class IT Service Desk support model, a 100% U.S.-based solution that leverages ITIL best practices through an integrated set of processes, programs and tools, including interaction, service and knowledge management; change and quality management; and the provision of skilled and experienced agents. In total, Bell Techlogix has processed over 1.75 million interactions on behalf of Primerica since IT Service Desk helps clients reduce call volumes, improve resolution rates, enhance productivity, leverage leading support tools, enhance the end-user experience and control service desk costs by offering flexible long-term solutions. As part of our agreement, Bell Techlogix answers all Tier 1 and Tier 2 service calls on behalf of Primerica. Any request that can t be handled in Tier 1 or Tier 2 is passed to Tier 3 service responders at the Primerica Call Center. In addition to our responsibility for Tier 1 and Tier 2 service requests, Bell Techlogix provides support for all of Primerica s more than 125,000-member mobile sales force and all of their accompanying applications, whether they re delivered through a web portal, a mobile application or a PC. Lastly, Bell Techlogix provides support to Primerica s customers through an externally facing web portal. In total, Bell Techlogix has processed over 1.75 million interactions on behalf of Primerica since
4 RESULTS The increase in customer satisfaction that Primerica experienced was immediate and drastic: Tier 1 resolution rates increased from 45% to 93% in the first year alone. By 2016, Tier 1 resolution rates were over 98%. Not only had resolution rates improved, the total number of tickets decreased. From 2010 to 2016, there was a 30% reduction in the number of tickets placed. IT Service Desk helps clients reduce call volumes, improve resolution rates, enhance productivity, leverage leading support tools, enhance the end-user experience and control service desk costs by offering flexible long-term solutions. In addition to a more efficient resolution of service calls and an overall reduction in the number of tickets, Bell Techlogix was able to extend support service hours while reducing costs. Finally, Bell Techlogix s customized reporting helped Primerica improve their planning and budgeting efforts. With an average customer satisfaction rate of 4.6 out of 5, Primerica has been pleased with the partnership. Bell Techlogix has delivered exceptional service, said Tracy Hawkins, Associate Vice President of Field Technology at Primerica. Most importantly, they spend our money like it s theirs. It s been a great relationship, really from the start, said Tom Swift, Executive Vice President of Field Technology: Primerica US. They have great capabilities, they ve got great technology and they ve got great knowledge. They re just a great group of people to work with. Our relationship with Bell Techlogix has made all of our lives easier. If I had to do it over again, I d do the same thing we re doing. As the Primerica and Bell Techlogix teams continue to work together to solve problems and deliver high-quality service, we can t wait to see what the future holds. 04
5 ABOUT BELL TECHLOGIX Bell Techlogix, headquartered in Indianapolis, Indiana, provides Next Gen Digital Workplace and Infrastructure Management solutions to global and mid-market enterprises, as well as educational institutions. Bell Techlogix enhances client experiences in next generation digital workplace, infrastructure management, cloud and mobility solutions. For more information on Bell Techlogix, please visit us on the web at follow us on like us on LinkedIn or become a fan on our Facebook page W 96TH STREET INDIANAPOLIS, IN
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