After 40 years, CoVerica still sets the industry standard
June 16th, 2023 – NeuraFlash, a leading AI and Consulting/ISV Partner of Salesforce and AWS, has partnered with CoVerica to implement Salesforce Service Cloud Voice with Amazon Connect to create best-in-class experiences for customers and more efficient processes.
Executive Summary
CoVerica has established itself as a leading insurance brokerage that offers personalized insurance solutions to both individuals and commercial businesses through its suite of services, including risk evaluation, insurance policy placement, and ongoing support. In a move aimed at improving customer experience, CoVerica partnered with NeuraFlash to consolidate its phone systems into a unified platform and implement Salesforce Service Cloud Voice with Amazon Connect. This collaboration ensures that customers can connect with the organization through multiple channels and are quickly directed to the right team for their inquiries.
About CoVerica
A flood. A home burglary. An on-hook exposure on a job site. Any of these incidents can have a catastrophic impact. CoVerica, based in Dallas, Texas, protects people and commercial businesses against such events with a range of insurance products that safeguards their livelihoods and operations.
CoVerica is a trailblazer in the industry, and has been honored with the BestPractices Agency Award for eight consecutive years by the Independent Insurance Agents Brokers of America. This prestigious award is bestowed upon only one out of every 1,088 insurance agencies in the United States, to recognize excellence in the field.
A new era of digital experiences
In recent years, most brands have had to face the friction between how they’ve done business for decades and what they need to change to keep up with customers’ new expectations. In the past, customers would need to meet with an agent, fill out a lengthy paper application and then wait up to 40 days for approval.
Since CoVerica has always been passionate about simplifying experiences for not only their customers, but agents as well, they turned to Salesforce, AWS, and NeuraFlash to create more modern digital experiences. NeuraFlash was selected over multiple other partners to improve their Salesforce Service Cloud Voice implementation due to our proven expertise and experience with the solution.
Salesforce technology and NeuraFlash experts help CoVerica innovate faster
CoVerica was searching for a reliable and scalable telephony solution that could integrate seamlessly with their systems and leaned on NeuraFlash to customize their Salesforce Service Cloud Voice implementation so they could utilize Salesforce's AI capabilities to analyze transcripts and more.
To enhance the customer experience, NeuraFlash will set up a routing system that enables customers to reconnect with the agent they previously interacted with. Additionally, voicemail routed calls will be directed to the appropriate queue or team, allowing customers to communicate via phone or text across multiple channels. With this new 360° view of the customer, CoVerica's agents can offer more personalized experiences while working more efficiently.
Building a legacy of trust for the next 40 years and beyond
CoVerica aims to establish themselves as a reliable brand in the eyes of its customers, offering prompt services and seamless experiences. By investing in cutting-edge technology, CoVerica is better equipped to deliver this value to customers on a daily basis, continuing to lead the industry for the next 40 years and beyond.
About NeuraFlash
NeuraFlash is a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Our mission is to help businesses reimagine how they deliver personalized service and sales experiences that scale, empower teams, and uncover revenue. Working across industries, we enable intelligent business automation that drives real-time ROI.
