Case Study: American Family Insurance improves customer care and employee experience with GoTo Connect

American Family Insurance improves customer care dramatically with GoTo Connect

American Family Insurance, a major personal-line insurer, was facing challenges with their previous telephone system, which was unreliable and caused dropped calls. This unreliability was damaging their crucial customer relationships. They sought a new solution and selected GoTo Connect from vendor GoTo to address this issue.

The implementation of GoTo Connect provided a reliable service that eliminated dropped calls. The solution also offered features that helped train and upskill employees. According to the customer, their customer care improved dramatically. GoTo enabled the business to maintain seamless service, even allowing calls to be transferred to a national office when short-staffed.

American Family Insurance