SEATTLE, May 22, 2006 — AttachmateWRQ today announced that LYNX Services, a subsidiary of PPG Industries, Inc. (NYSE: PPG), is using Verastream® host integration software to simplify its insurance claim management system. AttachmateWRQ Verastream integrates critical mainframe functionality into a customer service portal, resulting in a shortened claim process, improved customer service and reduced call center training costs.
PPG Industries designs and makes windshields for car manufacturers. Today, PPG Industries and LYNX Services offer auto glass products, glass claim management and IT solutions. To facilitate the process for windshield repair or replacement on a vehicle, PPG founded LYNX Services, an administrator for insurance companies that supports vehicle owners and auto glass retailers. Prior to partnering with AttachmateWRQ, LYNX used a multi-step process for gathering and processing the information needed to complete a claim. When a claimant or auto glass retailer would phone in to make a claim, a Customer Service Representative (CSR) was required to use two user interfaces or access a client’s system directly to retrieve a variety of information, including a vehicle owner’s policy number, type of coverage and deductible amount. This multi-step process was time-consuming and expensive. Given these difficulties, LYNX initiated a project to improve processes and user efficiencies.
Leveraging AttachmateWRQ Verastream, LYNX developers created a single communications / integration protocol that streamlined the workflow for the CSR. As a result, the number of applications and user interactions required to process a claim was reduced, resulting in higher CSR productivity and shortened call handle times.
With Verastream, LYNX no longer has to manage the complexities of multiple systems. Since the back-end functionality of the client mainframe can now be fully integrated, CSRs and glass retail companies can take advantage of LYNX Services’ added speed and ease-of-use. CSRs get reliable, direct access to the mainframe information they need from a single interface, without needing to understand the workflow of cumbersome mainframe applications or having to be trained on the IT systems of individual insurance companies.
“With over 3,000,000 incidents annually, AttachmateWRQ Verastream’s ability to reduce call center handle times by 10 to 15 seconds per call is a huge deal for us,” said Darren Klaum, IT manager for LYNX.
AttachmateWRQ Verastream not only simplifies access for LYNX Services’ CSRs, but also provides functionality directly to the independent network of auto glass replacement providers. Using LYNX Services’ ClaimLaunch™ application, auto glass retailers can access a web portal for certain LYNX clients to verify insurance coverage so repairs can take place. In that way, they expedite customer service for the policyholder and free up CSRs for other calls.
“LYNX is driven to provide the highest level of support to their customers and partners,” said Randy Robinson, senior vice president of products and marketing for AttachmateWRQ. “Since many of the systems were owned and operated by the insurance companies themselves, Verastream enabled LYNX to easily integrate and present the required data without making code changes to the applications, saving LYNX customers both time and money.”
AttachmateWRQ Verastream integration server provides an adaptable Service Oriented Architecture approach for reusing legacy logic and data in web applications, CRM applications or portals. This single solution delivers rapid results, as users utilize existing development skills, familiar IT tools and proven legacy-application investments. No code changes to legacy applications are required. Verastream is certified for BizTalk Server 2004 and is also .NET Connected logo-certified, offering companies comprehensive support for the Microsoft .NET and BizTalk Frameworks.
AttachmateWRQ host integration offerings work collaboratively or as stand-alone tools along with the company’s host access, security and management products, enabling companies to extend the use of existing IT investments while adopting valuable new technologies to improve their businesses.
About PPG Industries
Pittsburgh-based PPG is one of the world's leading manufacturer of transportation coatings and a global supplier of industrial and packaging coatings, and a leading producer of architectural coatings, primarily in North America. In addition, PPG manufactures flat and fabricated glass, continuous-strand fiber glass and chemicals. Sales were US$9.5 billion in 2004. PPG founded LYNX Services, a claims administrator supporting vehicle owners, insurance companies, and auto-glass installers.
About AttachmateWRQ
AttachmateWRQ focuses on extending more information, to more people, in the most secure and manageable way possible. The leader in multi-host access and integration, the company enables organizations to maximize the value of their existing IT investments as they advance their long-term business and IT strategies. Headquartered in Seattle, AttachmateWRQ serves over 40,000 customers in nearly 60 countries worldwide. For more information, visit www.attachmatewrq.com.