Case Study: Ohio Mutual Insurance Group improves customer experience with InMoment

Ohio Mutual Insurance Group boosts survey response rates to 25% with InMoment

Ohio Mutual Insurance Group, a property and casualty insurer, faced fierce competition and sought a formal Voice of the Customer program to differentiate itself. To build a customer experience culture and understand both agent and policyholder loyalty, the company partnered with vendor InMoment to implement its customer experience platform.

InMoment provided a robust, do-it-yourself solution featuring email surveys, text analytics, and case management. This allowed Ohio Mutual to move from slow, low-response paper surveys to automated electronic feedback. Results included a 25% email survey response rate from agents, a dramatic decrease in feedback time from weeks to days, and the ability to survey a much broader base of customers, unifying loyalty efforts across departments and changing the internal culture around customer experience.

Ohio Mutual Insurance Group