Case Study: Large Property Casualty General Agent improves customer service with ReSource Pro's Insurance Experience Center

End-to-End Office Solutions Solve Customer Experience Challenges

A Large Property Casualty General Agent was struggling to keep up with high contact volumes and employee turnover in its critical contact center, which was hurting service levels for agents and insureds. As a result, the MGA could not promptly answer more than two-thirds of incoming calls, leading to abandoned calls and pressure on profitability. ReSource Pro’s Insurance Experience Center was used to address these front-office and back-office service challenges.

ReSource Pro implemented an end-to-end omni-channel contact center and mail services solution through its Insurance Experience Center, handling calls, live chats, billing and coverage questions, policy requests, endorsements, quoting support, and mail processing. The result was a 95% telephone-response SLA, a more than 140% improvement over prior performance, along with improved customer experience, reduced turnover concerns, and greater focus for internal teams on underwriting and product development.