Case Study: AGIA achieves faster onboarding and stronger customer trust with Bloomfire

AGIA Uses Bloomfire to Decrease Onboarding Time and Strengthen Trust With Customers

AGIA, a third-party insurance marketing and administration company, needed a better way to keep customer-facing associates up to date with changing policies and procedures. Its old SharePoint system was hard to navigate and often led to outdated information, slower call handling, and onboarding delays. AGIA turned to Bloomfire’s knowledge-sharing platform, KATE, to help teams quickly find accurate answers and improve customer support.

With Bloomfire, AGIA centralized key knowledge into department-specific communities, added reporting and quiz/checkpoint tools, and posted policy updates in real time. The results included a 15% decrease in new hire onboarding time, a 15% improvement in talk time on customer service calls within two months, and a 50% decrease in calls placed on hold. Bloomfire also helped AGIA strengthen associate confidence and customer trust.

AGIA

Tammy Shelman

Vice President of Customer Experiance