Case Study: Distinguished Programs boosts customer service with ReSource Pro's Insurance Experience Center

Insurance Experience Center Helps Distinguished Programs Win a Stevie Award

Distinguished Programs, a national insurance program administrator, wanted to improve customer service and engagement while increasing efficiency and retention. To address this challenge, they partnered with ReSource Pro and implemented the Insurance Experience Center Custom IX Solution.

ReSource Pro’s Insurance Experience Center helped Distinguished Programs enhance service with live web chat, extended hours, and trained insurance professionals supporting the full policy lifecycle. The impact was significant: call abandonment dropped from 33% to 8%, average response time improved from 45 seconds to 13 seconds, and the company earned a Stevie Award for Customer Service Department of the Year along with a People’s Choice Award.

Distinguished Programs