Case Study 03 Dec 2013

At a Glance

Established in 1875, Prudential Financial, Inc. provides a wide range of insurance, investment management and financial products and services to individual and institutional customers worldwide. Prudential operates in 37 countries and employs almost 42,000 people worldwide. It is a wholly owned Irish subsidiary, Pramerica Systems Ireland, provides software, technology skills and customer support services to the parent company.

Pramerica was located in Letterkenny for a number of reasons but the key reason was our proximity to the third level institutions because that's eventually going to provide us with a pipeline of individuals to work in our facility.  Caroline Faulkner, Senior Managing Director, Pramerica

Prudential in Ireland

Pramerica Systems Ireland is based in Letterkenny, Donegal employing approximately 640 people.

Software Development and Software Quality Assurance Testing

Established in July 2000 Pramerica’s software development and QA testing groups support a wide range of technology, including mainframe, client server, Lotus Notes, internet and integration between legacy systems and systems involving more modern technology.

Pramerica provides the entire range of software lifecycle activities from project planning, analysis, design, development, quality assurance testing and production support. This is achieved by employing an integrated management and development approach using consistent processes, methods and tools. It is organised into three discrete groups: Development, Quality Assurance Testing and the Systems Engineering Group.
 

Contact Centre

A second business group, operating since September 2001, provides back-office Contact Centre Services to our parent company's business groups across the US. Technology leads the way in call management and handling, staff scheduling and quality monitoring. The centre handles queries from customers based in the U.S. which are routed to the center in Letterkenny via Geotel Technology.


Operations & Contact Centre

The Pramerica Operations Centre is managed in tandem by Pramerica staff and the sponsoring parent company's business group with resources housed on the Letterkenny campus. It is a 24x7, multi-function operations centre providing call centre, help desk, financial analysis, monitoring, back office support as well as marketing services.

The customer base has consistently expanded since its inception in 2001, with most business groups initially transitioning work to augment existing staff. The Operations department supports the following business groups of the parent company: Mutual Funds, eBusiness Development Group, Shared Services, Corporate Technology Management, Group Insurance,Service Channel Technology, Real Estate and Relocation Services, Centralised Security Systems and most recently Prudential Mortgage Capital Company.
 

Software Expansion

In 2001, the operation was expanded to a customer support operation. Activities include a call centre, technical support, post insurance policy processing, claims handling and web chat and e-mail response.


Pramerica Systems Ireland Further Expands in Letterkenny

In 2007, with the support of IDA, Pramerica announced the expansion of its services centre in Donegal creating an additional 70 jobs with the capacity to recruit an additional 80 personnel.

Benefits of Locating in Ireland

Highly skilled labour market

A strong base of highly qualified professionals in technological disciplines and customer services is a key factor to Pramercia Systems Ireland’s success.

IDA Ireland support

IDA Ireland has been an integral factor in the success and subsequent expansion of Pramerica Systems Ireland.

Find further benefits of locating in Ireland in Why Ireland?