Case Study: Erie Insurance improves customer retention and satisfaction with Plum Voice

Erie Insurance Uses Plum Voice IVR Surveys to Improve Customer Retention and Customer Satisfaction

Erie Insurance Group, a Fortune 500 insurer based in Erie, PA, wanted to modernize its claims customer feedback program and move away from a manual mail-in survey process that was slow, hard to analyze, and underused. To improve response rates and make feedback more accessible, the company looked to Plum Voice and its Plum Insight product for an automated phone-based survey option.

Plum Voice helped Erie Insurance Group add an IVR phone survey alongside its web survey, with data flowing nightly into dashboards for faster action. The new channel added about 1,000 completed surveys per month on top of the 4,900 annual mail responses, enabled daily CSI tracking for over 300 claims managers, and helped Erie respond to customer feedback within 24 hours while improving CSR coaching, training, and customer retention efforts.

Erie Insurance Group

Barbara Lincoln

Director Customer Satisfaction & Integration