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2010 Vision Award for Business Impact

Category: Operational Business Intelligence
Farmers Insurance submitted by Confirmit

Business Drivers: Farmers is a national insurance company that sells through 17,000 agents in 41 states to 15 million customers. Farmers needed a way to implement an exceptional customer feedback program that could then be used as a key differentiator in a highly competitive market. Farmers set a business goal to search out an intuitive platform that provided all necessary customer outreach mechanisms with a closed-loop alerting platform that would tell a survey manager why the agent called, if their issue was resolved, and how the call center agent performed.

Benefits: After 12 months of implementation, Farmers agent satisfaction rate jumped from 83.5% to 89.4%, then after an additional 12 months the satisfaction rate jumped to 90.5%. These improvements have made direct contribution to the business practices of many customers. The most outstanding benefit is the role closed-loop alerting has played in the success of the Voice of the Customer program. This feature has enabled Farmers to immediately address low satisfaction levels. The system automatically notifies supervisors of low scores so follow-up proceedings can commence.

Business Impact: The impact on Farmers business has been immeasurable. Agent satisfaction has increased, closing the feedback loop has greatly improved the relationship between Farmers and its cadre of outside insurance agents, query response time has been shortened, training programs and business processes have been improved. Farmers continues to utilize the Confirmit platform to provide exceptional customer service and gain a strategic advantage over other players in a highly competitive industry.

Judge's Comment: "This implementation hit an impressive number of business areas - agent satisfaction, customer satisfaction, and turnaround time. I like the operational aspects of tying feedback requests to a specific call center interaction." William McKnight, McKnight Consulting.