CHRD: Great news!!:
MetLife Selects Chordiant Software to Enhance Customer Relationship Services
Chordiant's Unique End-to-End eBusiness and Customer Interaction Solution Enables MetLife to Deliver Common Information System Across Customer Communication Channels
CUPERTINO, Calif., Feb. 23 /PRNewswire/ -- Chordiant Software, Inc. (Nasdaq: CHRD - news) today announced that MetLife, one of the leading life insurance companies, has chosen Chordiant's eBusiness and customer interaction software as the end-to-end solution for integrating MetLife's customer relationship management systems. MetLife will use Chordiant's software to provide its customer service representatives (CSRs) with a common information system to ensure that its more than nine million U.S. individual customers receive the highest quality service.
(Photo: newscom.com )
The Chordiant solution will initially be deployed throughout MetLife's Cash, Loans, Dividends and Annuity groups up to 600 CSRs nationwide. Chordiant's software will integrate multiple customer interaction channels to provide CSRs with a single view of all customer data, including comprehensive claims histories, customer status and relevant policy information. This will dramatically enhance the quality and speed of customer interactions.
``Our objective is to create a common information system to ensure a consistent, high-level customer experience across all communication channels, and instant access to the knowledge we need to be more responsive to the individual needs of our customers,' said Allen Harris, vice president, workflow systems at MetLife. ``Chordiant's solution provides the end-to-end infrastructure and strategic flexibility we need.'
MetLife was looking for a business process-driven application that could manage multiple customer communication channels. The platform needed to act as a common system across multiple functional departments, and built in such a way that it could address multiple environments. The implementation also involves a tremendous amount of legacy system integration, which required a strategic platform that can leverage back office data and business processes to reduce management and development costs. According to Harris, Chordiant offers the unique ability to have live interactions with all these different database systems, instead of replicating data into a knowledge base or repository, which requires substantial restructuring.
``MetLife's selection of Chordiant Software as the infrastructure for their customer relationship management will enable them to provide a consistent and more personalized customer service experience across all communication channels,' said Sam Spadafora, president and CEO of Chordiant Software. ``By integrating their customer interaction systems, we believe MetLife can improve their customer retention, reduce call center management costs, and have the strategic flexibility they need to take advantage of new business opportunities.'
MetLife's highly complex customer relationship management system requires using a single data model, set of business processes and application environment components to interact over multiple communication channels. The Chordiant model is based on a unique, highly flexible and specific workflow system, which enables CSRs to be more reactive and proactive in customer interactions, and solve problems faster than before. Unlike a traditional CRM application, Chordiant maps the application to MetLife's underlying business processes.
About MetLife
Headquartered in New York City since 1868, MetLife is a leading provider of insurance and financial products and services to a broad spectrum of individual and group customers. The company, with $404.2 billion of assets under management as of September 30, 1999, on a pro-forma basis, including the acquisition of GenAmerica Corp., provides individual insurance and investment products to approximately 9 million households in the U.S. In addition, the corporations and institutions that MetLife provides with group insurance and investment products have approximately 33 million employees and members. MetLife also has international insurance operations in 10 countries, with a focus on the Asia/Pacific region, Latin America and selected European countries. For more information about MetLife, please visit the company's Web site at www.metlife.com.
About Chordiant Software -- One Click, One Call, One Customer
Chordiant delivers an integrated, multi-channel eBusiness customer solution. Its flagship product, Chordiant Customer Communications Solution -- CCS, is a suite of applications that enables large consumer companies to implement best business practices over the Web, via email, through call centers, or in branches. It includes built-in support for voice, data and Internet integration, as well as a comprehensive workflow engine. Chordiant CCS empowers high-value contacts that consistently retain customers, grow revenue and drive profits during every contact. The Chordiant system has been selected by several of the world's leading consumer companies, including MetLife, Thomas Cook Global Services, KLM, Cable & Wireless, and Bank One. Headquartered in Cupertino, California, Chordiant maintains regional offices in Chicago, Dallas, New York and London. Chordiant trades on the Nasdaq Exchange under the symbol CHRD. For more information, please call 888-CHORDIANT (888-246-7342), or 44-207-382-5000 or visit the company's Web site at www.chordiant.com. |
