Crawford & Company Launches Performance Center

ATLANTA, Aug. 3 /PRNewswire-FirstCall/ -- Crawford & Company (NYSE: CRDA; CRDB) has launched a revolutionary new Command Center designed to further improve service to clients by providing up-to-the-minute information on claims status and key performance indicators that are critical measures of the success of a claims management program.

The Crawford Command Center, which initially will be used by the Company's U.S. Property & Casualty segment, is located in Crawford's Atlanta headquarters. Its centerpiece is the Performance Dashboard, a joint development of Crawford's Information and Communications Technology (ICT) department and U.S. Property & Casualty. The dashboard provides real-time data and powerful analytics to track claims and identify claims handling trends and issues.

“We believe that no other property and casualty claims management organization can match the customer service capabilities provided by our dashboard technology,” said Kevin B. Frawley, chief executive officer, Property & Casualty – Americas. “Clients and Crawford managers will know the precise status of their claims at every stage in the claim process. With that knowledge, we'll be able to quickly and comprehensively evaluate our performance to ensure that we are meeting our clients' expectations wherever claims are located. The Command Center is a leap forward in quality, consistency and, ultimately, effective outcomes for our clients.”

The Performance Dashboard provides an in-depth, real-time view of all open inventory in CMS2, a recently introduced and enhanced claims management system, on a nationwide basis and by client, region and product line. It displays a graphical representation of claim data for six key performance indicators:  acknowledgement, first contact, first report, first inspection, status and closing report. Analysts working in the Command Center monitor the dashboard and review data, identify trends and develop initiatives to continually improve service to clients.

Crawford developed the new performance center model after forming a team in early 2008 to examine the U.S. Property & Casualty business model and recommend how to adapt it to the future needs of the industry.

“Throughout the process, we received feedback from our clients that helped us understand the key issues facing them, and how we can best serve those needs,” Frawley said. “More than eight months of analysis and technical engineering has gone into the creation of a truly differentiating way of doing business. We are proud to lead the industry in innovative solutions in claims outsourcing.”

About Crawford

Based in Atlanta, Ga., Crawford & Company ( is the world's largest independent provider of claims management and related solutions to the risk management and insurance industry as well as self-insured entities, with a global network of more than 700 locations in 63 countries. Major service lines include property and casualty claims management; warranty inspections; integrated claims and medical management for workers' compensation; legal settlement administration, including class action and bankruptcy claims administration; and risk management information services. The Company's shares are traded on the NYSE under the symbols CRDA and CRDB.

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