Case Study: Farmers Insurance achieves increased agility and $1.5M in savings with NICE Systems' cloud WFM

Leading Insurance Group Increases Agility, Capability, and Savings with Cloud-Based WFM

Farmers Insurance Group, a leading U.S. insurer with contact center hubs in Olathe (KS), Oklahoma City, Phoenix and Grand Rapids, needed greater WFM agility, improved analytics, cost‑effective data management and stable scalability to support growing operations and reduce reliance on third‑party services.

By migrating to cloud‑based NICE WFM 7.1, Farmers achieved 100% user adoption at go‑live, eliminated dependency on third‑party managed services, and seamlessly integrated with Cisco and other vendor tools. The move delivered measurable benefits: $1.3M in data center savings, an estimated $200K from improved availability, 24% of schedule changes auto‑approved, roughly 700 employees added, and easier deployment of patches and new capabilities.

Farmers Insurance

Jon Johnson

Director of Workforce Management