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How Farmers Insurance Used Technology to Deliver Greater CX

Farmers Insurance is an American insurer of automobiles, homes and small businesses and also provides other insurance and financial services products. The insurer has built its legacy on helping customers and communities protect their most valuable assets. The core of this business is built on the relationships between agents and customers, which the right technology tools can strengthen. Now, with Salesforce, Farmers Insurance agents have a 360-degree view of each customer, fully understanding their needs and issues in a single call. With an app built on Salesforce, customers can file claims easily and immediately, empowering them to start the process the moment they need it.

My Farmers

Farmers’ first initiative with Salesforce was to modernise its service experiences across all of its customer service channels. Using Salesforce, it created a community called “My Farmers,” where customers can login—from anywhere, at any time—to easily manage their insurance policies, get quotes, pay bills and more. In addition, Farmers utilised Salesforce to develop a streamlined loss-reporting system called Enterprise First Notice of Loss (EFNOL), which enables customers, as well as an agent, to initiate a claim without having to call Farmers’ 1-800 number. Instead, customers or their agent can report a loss by uploading images online or right from their mobile devices. By streamlining this process and optimising it for mobile, Farmers Insurance reduced the time it takes to report a first notice of loss from approximately 12 minutes to three minutes on average.

“Our commitment to look for ways to improve the customer experience is at the root of our efforts in the area of technology innovation,” said Ron Guerrier, chief information officer at Farmers Insurance. “We’re looking to empower our agents with the information and technology they need to help transform customer experiences at each and every interaction—whether that’s on the phone, online or in-person.”

 

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