Now that customer accounts have grown to 2.5 million following two acquisitions and explosive growth in mutual fund sales, Franklin/Templeton Group officials of San Mateo, CA, are relieved to have found a technology solution to heavy workload problems that seems to be working for them.

When Franklin found itself deluged with a growing number of daily calls and inquiries, it turned to Pegasystems Inc. of Cambridge, MA, to implement a customer processing system that greatly eases the firm's ability to handle up to 15,000 to 20,000 daily calls from brokers and investors. Pegasystems software automates the workflow aspect of customer service. The result of this system implementation is that the firm is able to seamlessly bring new mutual fund products on-line while greatly reducing the work of its 2,000 registered users.

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