PRIMERICA, INC. SUCCESS STORY PROFILE 02 CHALLENGE 02 SOLUTIONS 03 RESULTS 04
PRIMERICA, INC.
SUCCESS STORY
P R O F I L E
02C H A L L E N G E
02S O L U T I O N S
03R E S U LT S
04
PRIMERICA, INC.
S U C C E S S S T O R Y
CL IENT PROF ILE
CHALLENGE
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.
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.
02
PRIMERICA, INC.
S U C C E S S S T O R Y
SOLUT ION
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.
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 processes 30,000
interactions per month on behalf of Primerica.
03
In total, Bell Techlogix processes 30,000
interactions per month on behalf of Primerica.
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.
In addition to a more efficient resolution of service calls, 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.
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.
PRIMERICA, INC.
S U C C E S S S T O R Y
04
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.
ABOUT BELL TECHLOGIX
www.belltechlogix.com
4400 W 96TH STREET INDIANAPOLIS, IN 46268 866.782.2355
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 www.belltechlogix.com, follow us on Twitter
@BellTechlogixHQ, like us on LinkedIn or become a fan on our
Facebook page.