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RingCentral > Case Studies > Brightway Insurance Transforms Customer Experience with RingCentral

Brightway Insurance Transforms Customer Experience with RingCentral

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Finance & Insurance
Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Usage-Based Insurance

Services

System Integration

The Challenge

Brightway Insurance, a national property/casualty insurance distribution company, was facing several challenges due to its rapid growth and commitment to providing world-class customer service. The company was preparing to invest in a costly call center expansion to support its growing base of agents and customers. Its existing on-premises PBX phone system, designed for small to medium-sized businesses, was no longer sufficient. Brightway needed more sophisticated call center functionality and was considering building a second call center, hiring dozens of new in-house insurance professionals. Additionally, the company suspected that its call center was understaffed, but lacked a sophisticated contact center platform to verify this suspicion.

About The Customer

Brightway Insurance is a national property/casualty insurance distribution company with more than $560 million in annualized written premium, making it one of the largest personal lines agencies in the US. Since beginning franchise operations in 2008, Brightway has grown to more than 800 people in 21 states, serving customers in every state in the country. Forbes has recognized the company as “America’s No. 1 Franchise to Buy.” A key differentiator for Brightway is that it offers its agents comprehensive support so they can focus on selling while Brightway handles all other business functions at its home office.

The Solution

Brightway deployed RingCentral Office and RingCentral Contact Center at its home office, which provided the company with data-supported visibility into its call center operations for the first time. This omnichannel solution revolutionized Brightway's business, allowing the company to avoid a costly call center expansion. The RingCentral solution also included the Glip team messaging platform, which enabled Brightway to set up region-specific Glip teams for remote agents and staff at the home office. This improved communication and team cohesion, despite the geographical dispersion of agents. Furthermore, the RingCentral Pulse solution allowed Glip teams to be notified of different conditions in the contact center, such as when a queue was getting more traffic than expected, enabling immediate action to address changing conditions before they became significant issues.

Operational Impact

Transitioning to RingCentral has resulted in many benefits for Brightway. The company now uses smart-routing rules across email, chat, and voice to connect customers to the right resource. Initially, Brightway thought they would need to rebuild the logic across each channel, but RingCentral allowed them to reuse it across all channels. This new process has made it simpler for customers and agents to get answers much more quickly and efficiently, which has significantly improved customer satisfaction. Furthermore, the use of the Glip team messaging platform has improved communication and cohesion among geographically dispersed teams, enhancing the overall operational efficiency.

Quantitative Benefit