Case Study: Electric Insurance Company achieves 56% more customer "saves", 50% quality productivity gains and near‑perfect (99–100%) compliance with NICE Systems

Electric Insurance Company - Customer Case Study

Electric Insurance Company, a national provider of personal and commercial lines insurance based in Massachusetts, needed to boost customer experience and policyholder retention while cutting the time and effort required for quality assurance and regulatory compliance. Their contact center relied on manual reporting, inconsistent quality audits, and labor‑intensive compliance checks, which limited coaching, slowed improvement cycles, and increased audit risk.

By deploying the NICE SmartCenter suite—including Interaction Analytics, Quality Management, Interaction Recording, Workforce Management and Customer Feedback—Electric automated monitoring, surfaced drivers of satisfaction and churn, and focused coaching on high‑impact behaviors. The results: a 56% increase in customer “saves,” a 1.8‑point rise in NPS, 50% productivity gains in parts of the quality process, automatic 99–100% compliance verification in areas, and avoidance of roughly 1,600 manual audit hours per month (with compliance in some areas improving from 70% to 98%).

Electric Insurance Company

Kimberly Koury

Vice President of Contact Center Operations, Electric Insurance Company®