Case Study: a large U.S. multi-line insurance company improves customer service with NexJ Systems

Integrated Agent Desktop Improves Front Line Customer Service Levels

A large U.S. multi-line insurance company with over 16 million customers was facing challenges with agent and customer service representative (CSR) productivity and customer satisfaction. Their agents and CSRs were forced to navigate a complex and inefficient patchwork of up to 15 different systems to access customer data, which was often out of date and difficult to manage. To address this, they engaged NexJ Systems to implement an Integrated Agent Desktop solution.

NexJ’s solution integrated over 20 internal systems into a single desktop, providing a unified view of customer data and eliminating duplicate data entry. The measurable results included improved front-office productivity, more efficient customer service, and an increase in "once and done" calls. NexJ Systems' implementation reduced the number of desktop applications agents needed from 15 down to just 3.