Case Study: US-Based Insurance and Financial Services Group achieves consistent omnichannel engagement and increased online sales with eGain

Diversified Insurance and Financial Services Group Transforms Omnichannel Customer Engagement With eGain

A US-based insurance and financial services group that began in agricultural insurance and now sells across 40 states to over a million households and vehicles needed to stand out in a crowded market through exceptional, sustainable service. Its goal was consistent, accurate omnichannel engagement, but knowledge was siloed, scattered, and often accessed via agents’ handwritten notes—causing inconsistent responses, slower resolutions, and customer dissatisfaction—so the insurer decided a centralized hub approach was required.

The company chose the eGain Customer Engagement Hub™ and deployed Mail, Chat, ClickToCall and Cobrowse on agent desktops (with SelfService, Knowledge+AI and Analytics planned next) on the eGain Cloud. The unified platform integrated with existing CRM systems and Cisco, enabling proactive, collaborative web-assisted service. Implementation was fast, customer feedback has been positive, resolution speeds and agent satisfaction improved, and more sales are now being closed online.