Case Study: Nationwide Mutual Insurance Company achieves rapid remote-work transition and customer-focused digital transformation with Box

Nationwide pioneers the future of protecting people

Nationwide, a Fortune 100 insurance and financial services company, faced the sudden operational and customer-service challenges of COVID-19: shifting thousands of employees to remote work, adapting call-center setups that weren’t designed for home use, and responding to changed customer behavior such as reduced driving that made traditional auto insurance models less relevant.

Nationwide leaned on prior technology investments and Box’s platform and APIs to digitize paper processes and streamline customer experiences, rapidly rolling out changes in about 10 weeks and equipping call centers with laptops so roughly 28,000 associates could work remotely. The company also issued auto refunds and accelerated usage-based products like SmartMiles, maintaining productivity and repositioning for a more flexible, technology-driven future.

Nationwide Mutual Insurance Company

Jim Fowler

Chief Technology Officer