Case Study: Fort Lauderdale Insurance Services, Inc. increases productivity and enhances customer service with Fonality

Insurance Agency switches to Fonality to Increase Productivity and Enhance Customer Service

Fort Lauderdale Insurance Services, led by owner and agent Mike Burke, is a busy Home and Auto insurance agency in Fort Lauderdale that serves thousands of customers annually. After their previous VoIP provider failed during Hurricane Wilma—leaving the office without phone service for a week and customers unable to reach agents—the agency needed a more reliable communication system and better visibility into employee productivity and lead response.

They replaced the old system with an on‑premise Fonality VoIP solution integrated with their eAgent CRM, adding call reporting, recording, presence/HUD tools, and mobile access. This enabled remote monitoring, data‑driven coaching, faster lead follow-up, and screen pops with customer details; as a result, missed calls dropped from a 6% monthly average to under 1% for more than six months, and overall customer service and productivity measurably improved.