PRIMERICA, INC.

SUCCESS STORY

P R O F I L E

02C H A L L E N G E

02S O L U T I O N S

03R E S U LT S

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PRIMERICA, INC.

S U C C E S S S T O R Y

CL IENT PROF ILE

CHALLENGE

Primerica, Inc., founded in 1977 and headquartered in Duluth, GA, is a leading

distributor of financial products to middle-income households in North America.

Primerica representatives educate their clients about how to better prepare for a more

secure financial future by assessing their needs and providing appropriate solutions

through term life insurance, mutual funds, annuities and other financial products, which

the company distributes primarily on behalf of third parties.

Primerica has insured more than four million lives and maintains over two million client

investment accounts. The company’s stock is included in the S&P MidCap 400 and the

Russell 2000 stock indices and is traded on The New York Stock Exchange under the

symbol “PRI”.

Primerica has been a Bell Techlogix partner for seven years. During that time, we’ve

delivered consistent service, improved customer satisfaction and extended support

hours, all while reducing IT costs.

In 2005, Primerica changed the way new representatives joined the company, placing

more emphasis on subscribing to Primerica Online. As a result, the number of Primerica

Online subscribers increased dramatically, from around 20,000 to close to 90,000.

Primerica attempted to handle all of its tech support internally during this transition, but

soon found their staff overwhelmed with the sheer volume of service requests.

Due to the backlog of requests, customer satisfaction decreased and Primerica

experienced costly high turnover rates. They needed an outside party who could

provide the support their sales representatives and customers required.

They found a partner in Bell Techlogix.

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PRIMERICA, INC.

S U C C E S S S T O R Y

SOLUT ION

In 2007, Primerica retained Bell Techlogix to help process the company’s service

requests. Bell Techlogix employed our world class IT Service Desk support model, a

100% U.S.-based solution that leverages ITIL best practices through an integrated

set of processes, programs and tools, including interaction, service and knowledge

management; change and quality management; and the provision of skilled and

experienced agents.

IT Service Desk helps clients reduce call volumes, improve resolution rates, enhance

productivity, leverage leading support tools, enhance the end-user experience and

control service desk costs by offering flexible long-term solutions.

As part of our agreement, Bell Techlogix answers all Tier 1 and Tier 2 service calls

on behalf of Primerica. Any request that can’t be handled in Tier 1 or Tier 2 is

passed to Tier 3 service responders at the Primerica Call Center. In addition to our

responsibility for Tier 1 and Tier 2 service requests, Bell Techlogix provides support

for all of Primerica’s more than 125,000-member mobile sales force and all of their

accompanying applications, whether they’re delivered through a web portal, a mobile

application or a PC. Lastly, Bell Techlogix provides support to Primerica’s customers

through an externally facing web portal. In total, Bell Techlogix processes 30,000

interactions per month on behalf of Primerica.

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In total, Bell Techlogix processes 30,000

interactions per month on behalf of Primerica.

RESULTS

The increase in customer satisfaction that Primerica experienced was immediate and

drastic: Tier 1 resolution rates increased from 45% to 93% in the first year alone.

In addition to a more efficient resolution of service calls, Bell Techlogix was able to

extend support service hours while reducing costs. Finally, Bell Techlogix’s customized

reporting helped Primerica improve their planning and budgeting efforts.

Primerica has been pleased with the partnership. “Bell Techlogix has delivered

exceptional service,” said Tracy Hawkins, Associate Vice President of Field Technology

at Primerica. “Most importantly, they spend our money like it’s theirs.”

“It’s been a great relationship, really from the start,” said Tom Swift, Executive Vice

President of Field Technology: Primerica US. “They have great capabilities, they’ve

got great technology and they’ve got great knowledge. They’re just a great group of

people to work with. Our relationship with Bell Techlogix has made all of our lives easier.

If I had to do it over again, I’d do the same thing we’re doing.”

As the Primerica and Bell Techlogix teams continue to work together to solve problems

and deliver high-quality service, we can’t wait to see what the future holds.

PRIMERICA, INC.

S U C C E S S S T O R Y

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IT Service Desk helps clients reduce call volumes, improve

resolution rates, enhance productivity,

leverage leading support tools, enhance

the end-user experience and control service

desk costs by offering flexible long-term

solutions.

ABOUT BELL TECHLOGIX

www.belltechlogix.com

4400 W 96TH STREET INDIANAPOLIS, IN 46268 866.782.2355

Bell Techlogix, headquartered in Indianapolis, Indiana,

provides Next Gen Digital Workplace and Infrastructure

Management solutions to global and mid-market enterprises,

as well as educational institutions. Bell Techlogix enhances

client experiences in next generation digital workplace,

infrastructure management, cloud and mobility solutions.

For more information on Bell Techlogix, please visit us on

the web at www.belltechlogix.com, follow us on Twitter

@BellTechlogixHQ, like us on LinkedIn or become a fan on our

Facebook page.