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Farmers Insurance Enhances Customer Experience with Vonage Contact Center
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
- Electrical Grids
- Finance & Insurance
Applicable Functions
- Product Research & Development
Use Cases
- Time Sensitive Networking
- Usage-Based Insurance
Services
- System Integration
The Challenge
Farmers Insurance, America’s largest insurer of vehicles, homes, and small businesses, was facing a challenge in reaching customers when and where they were. The company needed to provide a seamless customer experience through CRM integration and increase productivity. As an agency owner, LaTasha Baucham was dedicated to providing a personalized, reliable, and memorable customer experience. However, her team was spending more time worrying about how they would connect with customers rather than focusing on how they could best serve them. The challenge was to find a solution that would streamline their processes, increase productivity, and provide a great customer experience.
About The Customer
Farmers Insurance, founded in 1928, is America’s largest insurer of vehicles, homes, and small businesses. It also provides a wide range of other insurance and financial services products. With over 48,000 exclusive and independent agents and nearly 21,000 employees, Farmers serves more than 10 million households with more than 19 million individual policies across all 50 states. The company aims to put customers first and provide personalized attention. LaTasha Baucham, a Farmers Insurance agency owner, is dedicated to providing a personalized, reliable, and memorable customer experience. Her Florida-based agency has more than doubled its number of employees in just two years.
The Solution
The solution came in the form of Vonage Contact Center for Salesforce. This platform provided the reliability, flexibility, and deep Salesforce integration necessary to streamline the team’s processes. When a prospective customer filled out an online form looking for more information, the Vonage Contact Center solution immediately made a connection to an agent. The platform initiated the process put in place to ensure that the customer received the answers and support they needed. The Vonage platform was flexible and agile, allowing Baucham to adjust processes as needed, without wasting time or money. Furthermore, the contact center solution integrated with Salesforce in a native way, making life easier for the agents and giving back time that could be spent on the phone with customers and prospects.
Operational Impact
Quantitative Benefit
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