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GENERAL AMERICAN LIFE INSURANCE SELECTS CHORDIANT SOFTWARE TO IMPROVE CUSTOMER SERVICE FOR 21ST CENTURYGeneral American to Evaluate Customer Relationship Management (CRM) Solution to Set Industry Standard in Technological Innovation for Insurance Inforce Policy AdministrationCUPERTINO, Calif., September 27, 2000 - Chordiant Software, Inc. (Nasdaq: CHRD) announced today that General American Life Insurance Company, a GenAmerica Financial company, has selected Chordiant's eBusiness infrastructure software for a pilot project. The pilot is part of General American's customer service e-commerce program to improve customer satisfaction and service.The program will substantially reduce operating costs, significantly improve customer tracking while streamlining transactions and act as a building block for future e-commerce efforts. The 30-day pilot project, currently underway, will establish project expenses and time-line considerations for the Chordiant implementation. American Management Systems, Inc., the systems integrator chosen by General American, has teamed with Chordiant Software, using Chordiant's inherent flexibility and capacity to customize service modules to match General American's specific business processes. General American's customer service initiative was prompted by its continued focus on the consumer, a desire to update its mode of processing customer requests, a need to expand self-service through the Internet, and an opportunity to influence future changes in critical back-office applications. "We looked at a number of vendors to help in our move towards an automated workflow and CRM solution," said Bill Kasalko, executive director of Inforce Policy Administration and Claims for General American Life Insurance. "The flexibility of Chordiant's solution allows us to mold and direct our service modules to produce a single view of the customer across multiple communication channels." Internally, General American's CRM solution aims to improve operational efficiencies, management reporting measures, benchmarking, capacity planning and future workflow functionality for individual operations. The solution will be measured by the improvement in turnaround time on transactions and response from customer surveys. "Large companies like General American that communicate with thousands of customers per day recognize the value of providing service representatives with a single view of the customer. When service representatives are fully aware of all transactions made by the customer, they can be aware of other policies the customer has with General American, not just the specific policy or product the customer called about," said Chordiant CEO, Sam Spadafora. "General American's plan to implement self-service on its Web site will be attractive to customers as it will provide them with access to insurance portfolio information on their own time," said Spadafora. "With Chordiant's integrated touch points, if the customer needs to call the service representative or talk to an agent, both will be fully aware of any changes or transactions completed via the other channel." About Chordiant Software, Inc. - One Click, One Call, One Customer (TM) Chordiant delivers integrated, multi-channel eBusiness software, which enables consumer companies to implement best business practices over the Web, via email and mobile devices, 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 empowers high-value contacts designed to 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 Thomas Cook Global Services, Barclays Mercantile, Direct Line, General Motors, First USA Bank and Bank One International. Headquartered in Cupertino, California, Chordiant maintains regional offices in Chicago, Dallas, New York, London, Amsterdam and Munich. The company's Web site can be found at www.chordiant.com. About General American Life Insurance Company Based in St. Louis, Mo., General American Life Insurance Company offers insurance products and services that support client needs for wealth accumulation and financial protection. Although primary markets include high net worth individuals, small business owners and corporate clients, the line is also expanding distribution capacity through banks, credit unions, CPA firms, mortgage companies, and nontraditional channels such as the Internet. GenAmerica Financial, a MetLife affiliate, is the parent company of General American. MetLife, Inc., through its subsidiaries and affiliates, is a leading provider of insurance and other financial services to individual and group customers. The MetLife companies serve approximately nine million individual households in the U.S. and companies and institutions with 33 million employees and members. It also has international insurance operations in 11 countries. This press release includes forward-looking statements that are subject to risks, uncertainties and other factors that could cause actual results to differ materially from those referred to in the forward-looking statements. Such factors include, but are not limited to, risks related to customer and market acceptance of our product, deployment delays or errors associated with these products, hardware platform incompatibilities, reliance on a limited number of customers for a majority of revenue, need to maintain and enhance certain business relationships with application integrators and other parties, ability to manage growth, activities by Chordiant Software, Inc. and others regarding protection of proprietary information, release of competitive products and other actions by competitors, and economic downturns in either domestic or international markets. These forward-looking statements are generally identified by words such as "expect," "anticipate," "intend," "believe," "hope," "assume," "estimate," "plan," and other similar words and expressions. Chordiant and the Chordiant logo are registered trademarks of Chordiant Software, Inc. Chordiant, CCS-Customer Communications Solution, and One Click, One Call, One Customer are trademarks of Chordiant Software, Inc. All other trademarks and servicemarks mentioned are property of their respective holders. © 2000 Chordiant Software, Inc. All Rights Reserved. Editorial Contact: Tom Walsh Marenghi Public Relations 781-915-5000 ext.5021 twalsh@marenghi.com top of page |
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