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BGL Creates 'One Office' and Drives Cost Savings with Intradiem's Intraday Management TechnologyATLANTA --(Business Wire)-- Intradiem, the leading provider of intraday management solutions, announces successful program results from BGL's use of Intradiem's intraday management technology. BGL, a major UK insurance intermediary, needed to comply with changing insurance industry demands that would cause a dramatic increase in back-office work. Seventy percent of all policies sold would require that BGL verify proof for the No Claims Discount (NCD). In following previous industry standards, insurers only checked one or two out of ten submitted. BGL anticipated their workload increase would require them to hire 25 additional back office employees if they didn't make any changes to operations. The company partnered with Datapoint, a specialist in enterprise and call center communications infrastructure and applications, and eg solutions plc to provide a solution that integrated the eg operational intelligence software suite. Additionally, BGL engaged Intradiem to give front office agents a way to efficiently process back-office work and ultimately, create a more cohesive customer experience. Intradiem's intraday management technology was integrated with eg's solutions and BGL's other contact center technology to deploy the back-office work during aggregated agent available time. In three short months, BGL experienced the following results by creating 'one office' and set the stage for long term benefits such as:
"BGL had a circumstance where they had to determine the best way to handle a drastic increase in their back-office workload. They took advantage of their agent available time to deal with this unexpected increase and avoid adding headcount," said Matt McConnell, Intradiem CEO. "BGL is a pioneer. The company has been able to close the gap between the front and back office, creating 'one office' with agents that truly are blended agents, achieving something that has been discussed for years but rarely accomplished." Elizabeth Gooch, CEO of eg solutions added, "Blending work in this way enables BGL to significantly improve the throughput of work in the back office by applying capacity and skills where they are needed most. Therefore the organization is not only delivering an improved customer service and a shorter customer journey from the initial transaction, but it also supports the reduction of other demand drivers for an operation, such as first contact resolution, and eliminated - or at least reduced - follow-up calls by the customer, and even complaints." Click to view the video case study or to view a social media version of this news release, visit http://pitch.pe/12DT529. About Intradiem Intradiem, formerly Knowlagent, is the leader in intraday management solutions for contact centers. Intradiem equips our customers with business reflexes that immediately and consistently respond to unpredictable events and conditions. Reflexes such as intraday task management, intraday staffing, queue management, and real-time alerts improve business performance by over 20 percent. More than 450,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem's solution every day. For more information, call 888-566-9457 or visit www.intradiem.com. About eg solutions eg solutions plc is a global back office optimisation software company. eg's operational intelligence software provides historic, real-time and predictive Operational MI. When implemented with our training programme for managers and team leaders to use this intelligence, we guarantee improvements in operational results in short timescales. The Company, which is listed on the Alternative Investment Market ('AIM') of the London Stock Exchange, is committed to customer satisfaction and the on-going development of its operations management solutions. |
