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Case Study: American Family Insurance achieves reliable, cost-effective customer care with GoTo Connect (GoTo)
A GoTo Case Study
How Gotoconnect, Formerly Jive, Helped Boost American Family Insurance’s Customer and Employee Experience
American Family Insurance, one of the largest personal-line insurers in the U.S., needed a reliable, economical telephone system after dropped calls and outages had damaged client relationships. Agency owner Rob Hamann evaluated Hosted VoIP options and selected GoTo and its GoTo Connect hosted VoIP solution for its promised reliability, features, and easy integration with their existing corporate PBX.
GoTo deployed GoTo Connect with features like Call Recording, Call Analytics, Call Eavesdropping, conference calling and improved call-flow control, plus month-to-month, per-device billing. The result: easier training and upskilling of agents, seamless transfers to the national office when short-staffed, and dramatically improved customer care—along with predictable, lower telephony costs under GoTo Connect.
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American Family Insurance
Rob Hamann
Owner and Manager