Utah-Based Insurance Company Embraces Cloud Telephony with JustCall
About the Company
Despite having a skilled and capable team, a U.S. insurance company was losing customers to larger competitors in the region. The Utah-based team of 200 was experiencing significant operational delays.
- Industry: Insurance
- Company Size: 200 employees
- Location: United States
- Use Case: ******
- Products:
How the Utah-Based Company Switched to a Cloud Phone System with JustCall
The potential downtime during the transition was a major concern for the insurance company, given that 74% of customer interactions are via phone. However, JustCall’s swift and seamless number porting prevented disruptions in customer service and sales operations.
The CEO of the Utah-based insurance company noted: “We were worried about customer calls going unanswered during the number porting process. But JustCall’s number porting ensured no compromise on our communication. Their team guided us through the transition and provided outbound caller IDs for the new numbers.”
During the transition, new numbers under the cloud phone system were assigned with outbound caller IDs reflecting the existing business number, ensuring no interruption in client communications. Existing business numbers remained active and calls were seamlessly forwarded to the new JustCall numbers, maintaining continuity of business communications.
Click to Call Button for Website
The cloud phone system has made it much easier for customers to reach the support team, with the easy dial option on the website proving crucial for maintaining communication. With 73% of users preferring mobile web browsing over desktops, this feature has been especially valuable.
The pandemic and subsequent lockdown created a surge in queries about policy payouts and insurance claims. The CEO noted, “If we had relied on our landline system, managing the high volume of queries would have been challenging. The click-to-call button has simplified customer outreach, allowing our support team to address concerns effectively.”
The company views this feature as key to strengthening long-term customer relationships, offering quick and reassuring access to insurers.
Bulk SMS
The Utah-based insurance company aimed to boost customer engagement, leveraging SMS’s impressive 98% open rate. Communicating effectively was especially crucial during the pandemic. They utilized the Bulk SMS feature to address customer queries, provide policy updates, and send alerts.
The CEO commented, “With the 98% SMS open rate and people spending more time at home due to lockdowns, this is a prime opportunity to connect with our customers. We are using bulk SMS to show we care and support them through the crisis, aiming to build a loyal customer base.”
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Interactive Voice Response (IVR) for the Company's Remote Contact Centre
Finally
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