2009
2009 Winner Profile
Mondial Assistance USA
- Project Description: The insurance and emergency assistance provider adopted a SaaS-based computer-telephony integration system in order to provide screen pops containing customer data to the 60-plus call center agents who provide concierge services for an important client. Partnering with software-as-a-service provider Angel.com, Mondial Assistance eliminated 50 percent of its on-premise costs. The partnership allows for over $100K in annual savings by routing misdirected calls in the cloud instead of an agent having to do it manually. In addition, the screen pops have eliminated over $87,000 in annual costs by giving agents information they need to handle calls more quickly.
- Project type: SaaS, CRM, Network
- Business Functions: Customer service/support
- Business Goal: Customer
- CIO: $model.cio100.cioFirstName Cassidy, CIO
- CEO: Jon Ansell, CEO
- Headquarters: Richmond, Va.
- Industry: Insurance
- Revenue (2008): $261 million
- Website: www.mondialUSA.com
