The General uses Intradiem’s intraday management technology to increase productivity in high occupancy environment

Leading insurance provider uses intraday management software to drive completion of compliance activities

Atlanta, GA (May 7, 2013) – Intradiem, the leading provider of intraday management solutions, announces successful program results from The General’s use of Intradiem’s intraday management technology. 

The General, a national auto insurance provider with two contact centers and a customer base of 250,000, partnered with Intradiem to improve the efficiency in which they responded to unexpected business events within their high occupancy contact center environment. Like many companies operating call centers, The General faced the ongoing challenge of efficiently deploying critical information – such as compliance training, agent development activities and other work-related tasks – to agents while providing the highest quality service to its customers.  

“Within the first 12 months of using Intradiem, our unproductive available time, new hire ramp-up and shrinkage have been dramatically reduced and operational efficiencies have improved by 20 percent,” said Wade Clark, director of customer service for The General. “Our agents are completing twice as many courses per month as they were prior to using intraday management technology. This also adds a level of transparency for our compliance initiatives and helps us better serve our customers.”

“The General used Intradiem to deliver on a few key initiatives while operating at a high occupancy level, allowing them to make improvements without sacrificing service levels,” said Matt McConnell, Intradiem CEO. “It’s a pleasure to work with an organization that is dedicated to making improvements to impact the customer experience and also employee satisfaction. When their agents said they wanted more training, The General listened and delivered on that request.”

The company recognized a net impact on operating costs at roughly three percent with the first year return on total investment at approximately 104 percent across the following categories:

• 53 percent improvement in agent productivity
• 22 percent increase in new hire ramp up training
• 20 percent enhancement of operational efficiencies
• Nine percent boost in CSR performance

Clark recently showcased the success of his contact center improvement program during the Annual Society for Workplace Planning Professionals (SWPP) event in Nashville, TN in early April.

Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office, Retail and Mobile. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 300,000 frontline workers use Intradiem's solution every day.
Media Contact
Melissa Spies, Marketing Manager, Intradiem
mspies@intradiem.com  |  888.566.9457