Case Study: Primerica improves service resolution and customer satisfaction with Bell Techlogix

Primerica - Customer Case Study

Primerica, Inc., a leading financial services distributor serving middle-income households in North America, saw its support needs surge when new representatives were required to subscribe to Primerica Online. As subscriptions grew from about 20,000 to nearly 90,000, Primerica’s internal tech support team became overwhelmed, creating backlogs, lower customer satisfaction, and higher turnover. The company turned to Bell Techlogix for help with IT service desk support.

Bell Techlogix implemented its 100% U.S.-based IT Service Desk model to handle Primerica’s Tier 1 and Tier 2 service calls, support its mobile sales force and applications, and assist customers through an external web portal. The results were immediate: Tier 1 resolution rates rose from 45% to 93% in the first year, support hours were extended, costs were reduced, and customized reporting improved planning and budgeting for Primerica.

Primerica

Tracy Hawkins

Associate Vice President of Field Technology