Growing Insurance Company Enhances Customer Experiences with NeuraFlash, Salesforce & Amazon
Investing in a Digital Contact Center, powered by Salesforce Service Cloud Voice with Amazon Connect
About the company
- Founded in 1957
- Over 2,000 employees nationwide
- 1.6+ million customers
This well known insurance company works with organizations and independent distributors to provide annuities, life insurance and benefits products to help provide security and confidence to people and businesses across the US. They have spent the last 60 years helping both employees and employers build financial strength and security for the future.
Differing needs on disparate systems
Our customer has a wide variety of clients they work with every day - from brokers, to financial advisors to an organization’s individual employees - which makes for numerous types of different conversations. Not only do they face common inquiries such as “What is my balance?” or “I would like to change my beneficiary,” but they deal with complex cases that require personal phone conversations. Their previous systems (CISCO and Microsoft Dynamics) could not keep up with the large number of diverse calls they would need to handle on a daily basis - nor did it provide them with accurate reporting to showcase important data needed to provide top-notch service experiences.
The Partnership
With a bold vision for the future, they were looking to provide seamless self-service options for their customers, so they made the strategic decision to find a new solution that could enhance their contact center. Knowing the success of both Salesforce and AWS, our customer was sold on the Service Cloud Voice solution powered by Amazon Connect, but they were looking for an implementation partner who not only had Amazon Connect and Salesforce experience, but who could guide them through the process of transitioning as well. After being introduced to NeuraFlash, they knew they were on the fast path to implementing better automation and routing capabilities within their contact center.
“Word on the street was NeuraFlash was the best partner to implement Amazon Connect!” -AVP of Strategic Solutions
Building for tomorrow
Not only did this nationwide insurance company want to improve their customer experiences, but they wanted to improve their employees experiences as well. To do so, migrating off their previous systems and transferring over to a single pane of glass was a top priority for their team. We implemented both Service Cloud Voice, with a bring-your-own Amazon, and Financial Services Cloud which gave them the ability to verify customer information over the phone, while simultaneously routing them to one of their 50+ queues.
Their team saw immediate improvement, and agent handle time was drastically reduced since agents no longer had to spend over a minute on the phone gathering basic customer information. A happy agent always leads to a happier customer, and they have already seen an increase in customer satisfaction, all while streamlining the most complex processes within their contact center operations. Our expertise went beyond just customer experiences - reporting capabilities were also established, providing agents and managers with the information they ever had access to before - establishing a culture of data-backed decision-making.
The journey doesn’t end here
This organization invested in their customers, and future customers, by embracing new technologies and the benefits that come from that. Together, we found a path to success and met their customers where they wanted to be. Our partnership has been more than just an implementation. We’ve become a trusted partner, and they are hoping to continue their digital innovation in the months to come.
"We are looking forward to adding more channels of engagement for our customers!” -AVP of Strategic Solutions
It’s no secret technology has become a powerful tool for businesses, especially in the Financial Services Industry - where the next generations are reliant on digital experiences. As experts in contact center transformations, we know it doesn’t matter how powerful a software solution is if it isn’t properly designed, implemented, and utilized to its fullest potential. We are here to take your solution to the next level, or help you find the roadmap to your success.
Contact us today to learn more.
