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
CEO:
Jon Ansell, CEO
Headquarters:
Richmond, Va.
Industry:
Insurance
Revenue (2008):
$261 million
Website:
www.mondialUSA.com
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