Case Study: Fortune 500 Insurer achieves linear email handling amid 300% volume surge with eGain Mail

Major US Insurer Covers Customer Service With eGain Mail

This Fortune 500 personal-lines insurer with 70,000 employees and over 15 million customers faced massive inbound email volumes with no web self-service, undocumented routing rules, and supervisors manually triaging messages. Handle time rose dramatically, sensitive customer data was at risk, agents lacked domain-specific guidance, and a strained vendor relationship left the company struggling to meet costs and service levels.

The insurer deployed a hosted eGain Mail solution to classify queries, automate routing, consolidate customer history, and provide agents with guided responses. The implementation reduced message-processing time, restored service-level compliance, and kept handle time linear despite a 300% increase in email volume, resulting in a markedly improved customer experience.