Case Study: 1 Truck Insurance Services boosts customer response times and streamlines collaboration with GoTo Connect (GoTo)

1 Truck Insurance Services - Customer Case Study

1 Truck Insurance Services, a Kewanee, IL‑based trucking insurance agency with a fully hybrid workforce across four locations, had been using GoTo Connect but faced declining effectiveness of phone-only outreach, a customer shift to SMS, and productivity losses from multiple disconnected tools. The company needed a unified communications platform to speed responses, deliver quick quotes, and maintain collaboration across dispersed teams.

To solve this, 1 Truck Insurance upgraded its GoTo licenses to include enhanced CX and Customer Engagement tools from GoTo, centralizing SMS, email, phone, campaigns, chat and video on one platform. The GoTo implementation enabled faster customer responses and improved lead conversion rates, reduced IT burden by eliminating third‑party support, boosted internal collaboration, and delivered cost‑effective scalability for future growth.

1 Truck Insurance Services

Nicole McCall

Operations Manager