September 12, 2012

Duluth, Ga.-based life insurer Primerica has selected social business software from Armonk, N.Y.-based IBM with a goal of improving the customer experience through improved agent collaboration.

The company's employee network, Primerica Online, will soon be powered by IBM social business software including the IBM Customer Experience Suite, IBM Connections enterprise social networking software and Cognos Business Intelligence analytics software. While the network currently allows insight into sales figures, commission data, production reports, compliance requirements, earnings statements, multimedia presentations, and motivational messages, the hope is that Primerica agents and employees will also be able to build online communities, find people with needed expertise to solve issues and share information actively.

The company is also implementing IBM Rational Jazz to help employees more easily track projects to completion, as well as collect and retain e-mail to support of compliance initiatives. Actiance Vantage also supports compliance within the social network, including security of information shared on it.

Primerica already uses IBM Content Manager software to manage documents created on Primerica Online. It also deployed Roambi Mobile Analytics last year.

"Working with IBM, we will be in a position to capitalize on our growing representative and client base, helping to ensure our representatives can deliver value to our clients no matter where they're located," said David Wade, Primerica CIO, in a statement. "Becoming a social business will enable us to respond to client needs immediately, find help and leverage expertise to solve problems, share knowledge, and ensure our clients have positive, personal interactions with our people and our company culture."

ABOUT THE AUTHOR
Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, ...