SOURCE: Pegasystems


December 03, 2010 09:00 ET

Farmers Insurance Group Recognized by BPM and Insurance Industry Experts

Pegasystems Technology Enables Farmers to Process Claims Faster, Improve Customer Satisfaction for Its 15 Million Customers

CAMBRIDGE, MA--(Marketwire - December 3, 2010) - Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) software solutions and a leading provider of customer relationship management (CRM) solutions, today announced that its customer, Farmers Insurance Group, has won two separate awards for the pragmatic approach it has taken to transform its claims operations.

Farmers won the Gold Award for North America as part of the annual Global Awards for Excellence in Business Process Management (BPM) and Workflow. It also won first place for enterprise systems in the INNovators Awards, an esteemed and honored designation intended to advance the spread of business technology acumen in the insurance industry. Both awards stem from its widespread use of Pega technology that has driven a myriad of business benefits, including:

  • Dramatic reductions in overall claims handling and queue times;
  • Significant increases in customer service representative (CSR) quality assurance scores;
  • Improved capability to respond to catastrophes;
  • Shorter training times required for CSRs;
  • Ability to quickly and easily provide standard First Notice of Loss (FNOL) capabilities to acquired companies, giving customers seamless service;
  • One standard, intuitive user interface across the enterprise regardless of the underlying system or technology platform.

Leveraging Pegasystems industry-leading SmartBPM ® technology, Farmers revamped its CRM initiatives and First Notice of Loss (FNOL) application, known as HERO, which presents context-aware information to guide customers in filing auto claims. HERO, implemented early last year, triggers the right questions, gathers the right answers and integrates into the claim system itself so that all information becomes part of the case file. The success of the initial project spawned other units of the Farmers family of companies to quickly implement similar programs. 

In their 17th year, the annual Global Excellence Awards in BPM and Workflow awards recognize organizations, such as Farmers, which have implemented innovative solutions that meet strategic business objectives. They are sponsored jointly by and Workflow Management Coalition (WfMC). 

In their fourth year, the INNovators Awards are given to insurance organizations that have led or contributed to a business application or project that uses innovation to successfully drive business impact, technical impact or the innovation itself. Insurance Networking News, a top-tier insurance trade magazine, sponsors the awards.

Quotes & Commentary:

Shohreh Abedi, Chief Information Officer, Farmers Insurance Group
"We're thrilled to be recognized for our business and technology achievements as a result of the leveraging Pegasystems for managing our Claims intake. We're confident that Farmers' solution has made a significant difference to both our valued customers and our employees alike."

Grant Johnson, Chief Marketing Officer at Pegasystems
"Farmers Insurance's success is a testament to how innovative and agile an organization can become once it embraces Pega's Build for Change® approach to business transformation. We are committed to customer success and very gratified to see Farmers get much-deserved recognition for their achievements."

Supporting Resources
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Tags, Keywords: Pegasystems, PEGA, Business Process Management, BPM, SmartBPM, Farmers Insurance, claims

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Pegasystems, the leader in business process management and a leading provider of CRM solutions, helps organizations enhance customer loyalty, generate new business, and improve productivity. Our patented Build for Change® technology speeds the delivery of critical business solutions by directly capturing business objectives and eliminating manual programming. Pegasystems enables clients to quickly adapt to changing business conditions in order to outperform the competition. For more information, please visit us at

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