Jacada (NASDAQ: JCDA) is a leading provider of unified desktop and process optimization software solutions for the customer service and support market. Jacada’s products and services are focused on two of the most important issues facing companies in today’s uncertain marketplace – customer retention and cost reduction. Jacada is a Herzliya based company with its world headquarters now in Atlanta. Oren Shefler, Jacada’s General Counsel is a member of AICC Board of Directors.
Nationwide Uses Unified Desktops to Boost Customer Satisfaction
What’s one way to keep customers happy? Making your employees’ lives easier. Nationwide Insurance’s IT department did just that by streamlining the applications that a customer service representative (CSR) uses to handle calls. Now a unified desktop solution links disparate applications to give reps a single view of a customer’s information.
Since implementing the new system, Nationwide has decreased call time by up to 20 percent, and a CSR can take up to 10 extra calls per day.
Srinivas Koushik, CIO for Nationwide’s Property and Casualty Division, began thinking about how IT could improve service after visiting the company’s call centers. He noticed that IT hadn’t provided a single tool to make work easier for the CSRs. Before unification, billing, claims and administrative data were housed in different programs that loaded separately, which lengthened call time and led to customers being put on hold.
The WorkSpace solution from Jacada is a browser-based interface with tabs for billing, claims, logistics and sales. CSRs can quickly see customer information so they can make informed decisions about handling a call.
“The new system puts all the information together in one place,” says Koushik. The CSRs also have to master fewer programs, which shortens training time. Koushik and his team have rolled out the solution to two of the company’s four call centers.
Nationwide created a kind of dashboard for the CSR, says Bob Hafner, managing VP of communications applications for Gartner. This trend is gaining traction as information mash-ups are becoming common and the tendency is to “bring dissimilar but necessary applications together for the individual to do their job.”