Case Study: Faina Insurance Agency, Inc. achieves seamless CRM integration and faster, personalized customer service with Fonality

Fonality Solutions Keep Your Focus on the Customer

Faina Insurance Agency, led by Lisa Faina, struggled with an aging analog phone system that lacked features to support high-quality customer service, efficient call tracking, agent coaching, and speedy internal communication. The agency needed better integration with its CRM (eAgent) and modern tools to keep up with customer expectations and growing business demands.

Switching to Fonality delivered that integration and functionality: calls are automatically logged to eAgent, customer info pops up on inbound calls, click-to-call and HUD chat streamline routing and internal messages, and call recording enables easier training. The result was major time savings, improved customer-first interactions, higher agent productivity, and a clear technological advantage for the agency.

Faina Insurance Agency, Inc.

Lisa Faina

Faina Insurance Agency, Inc.