Case Study: Grange Insurance achieves 80%+ service levels and automated workforce management with NICE Systems

Grange Insurance - Customer Case Study

Grange Insurance, a $1.3 billion regional insurer serving policyholders through independent agents in 13 states, relied on manual spreadsheets and Erlang C–based forecasting to staff its contact center. With four departments managing staffing separately, no automation for PTO or scheduling, and limited multi‑skill forecasting, the contact center struggled with slow, labor‑intensive forecasts and schedules and a service level that had dropped to about 58%.

Grange implemented NICE Workforce Management, integrating it with timekeeping and Avaya CMS and rolling out manager and agent self‑service tools to automate forecasting and scheduling. The solution improved forecast accuracy and scheduling agility, lifting service levels to 80%+, increasing coaching hours by 33%, boosting agent evaluation scores, and enabling a 21% rise in approved vacation and time‑off.

Grange Insurance

Craig Borens

AVP, Customer Care Center