Case Study: Allstate's Tebow Financial Group achieves seamless multi-office customer service with Fonality

New business phone technology helps insurance agency deliver old-fashioned customer service

Tebow Financial Group, the largest Allstate agency in Alaska, runs three offices with 11 employees and prides itself on always connecting callers to a real person. Their traditional phone system made that difficult and costly: long-distance charges between Anchorage and Palmer, missed calls when staff were unevenly distributed, and high phone bills for training and internal calls — all of which threatened the agency’s customer-service approach.

The agency replaced its legacy system with Fonality’s VoIP solution, installing servers and using the Heads Up Display, presence/chat and Activity Log features so any office can answer any call and managers can monitor productivity. The change eliminated long-distance charges between offices, increased call-handling capacity, improved internal collaboration and visibility, and made the agency appear and operate like a larger organization while preserving its old-fashioned customer service.

Allstate

Stan Tebow

serious