Farmers Insurance Group Recognized by BPM and Insurance Industry Experts

CAMBRIDGE, Mass. – December 3, 2010 – Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) software solutions and a leading provider of customer relationship management (CRM) solutions, today announced that its customer, Farmers Insurance Group, has won two separate awards for the pragmatic approach it has taken to transform its claims operations.


Farmers won the Gold Award for North America as part of the annual Global Awards for Excellence in Business Process Management (BPM) and Workflow.  It also won first place for enterprise systems in the INNovators Awards, an esteemed and honored designation intended to advance the spread of business technology acumen in the insurance industry.  Both awards stem from its widespread use of Pega technology that has driven a myriad of business benefits, including:


  • Dramatic reductions in overall claims handling and queue times;
  • Significant increases in customer service representative (CSR) quality assurance scores;
  • Improved capability to respond to catastrophes;
  • Shorter training times required for CSRs;
  • Ability to quickly and easily provide standard First Notice of Loss (FNOL) capabilities to acquired companies, giving customers seamless service;
  • One standard, intuitive user interface across the enterprise regardless of the underlying system or technology platform.


Leveraging Pegasystems industry-leading SmartBPM ® technology, Farmers revamped its CRM initiatives and First Notice of Loss (FNOL) application, known as HERO, which presents context-aware information to guide customers in filing auto claims. HERO, implemented early last year, triggers the right questions, gathers the right answers and integrates into the claim system itself so that all information becomes part of the case file.  The success of the initial project spawned other units of the Farmers family of companies to quickly implement similar programs. 


In their 17th year, the annual Global Excellence Awards in BPM and Workflow awards recognize organizations, such as Farmers, which have implemented innovative solutions that meet strategic business objectives. They are sponsored jointly by and Workflow Management Coalition (WfMC). 


In their fourth year, the INNovators Awards are given to insurance organizations that have led or contributed to a business application or project that uses innovation to successfully drive business impact, technical impact or the innovation itself.  Insurance Networking News, a top-tier insurance trade magazine, sponsors the awards.


Quotes & Commentary:


Shohreh Abedi, Chief Information Officer, Farmers Insurance Group

“We’re thrilled to be recognized for our business and technology achievements as a result of the leveraging Pegasystems for managing our Claims intake.  We’re confident that Farmers’ solution has made a significant difference to both our valued customers and our employees alike.”


Grant Johnson, Chief Marketing Officer at Pegasystems

“Farmers Insurance’s success is a testament to how innovative and agile an organization can become once it embraces Pega's Build for Change® approach to business transformation.  We are committed to customer success and very gratified to see Farmers get much-deserved recognition for their achievements."


Supporting Resources

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To read more about Pega insurance customers’ successes, visit:


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About Farmers

Farmers is a trade name and may refer to Farmers Group, Inc. or the Farmers Exchanges, as the case may be.  Farmers Group, Inc., a management and holding company, along with its subsidiaries, is wholly owned by the Zurich Financial Services Group.  The Farmers Exchanges are three reciprocal insurers (Farmers Insurance Exchange, Fire Insurance Exchange and Truck Insurance Exchange), including their subsidiaries and affiliates, owned by their policyholders, and managed by Farmers Group, Inc. and its subsidiaries. For more information about Farmers, visit our Web site at or

About Pegasystems

Pegasystems (NASDAQ: PEGA) develops strategic applications for marketing, sales, service, and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 3000 customers include many of the world’s most sophisticated and successful enterprises. Pega’s applications, available in the cloud or on-premises, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use, and global scale. For more information, please visit us at

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The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems, Pegasystems specifically disclaims any liability with respect to this information.


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