Case Study: Mendota Insurance Company improves agent support and gains valuable business intelligence with RingCentral Engage Digital

With RingCentral Engage Digital, Mendota Insurance Is Improving its Customer Service and Gaining Valuable Business Intelligence

Mendota Insurance, a Nashville‑based specialty nonstandard auto insurer founded in 1989 with about 200 employees and a network of 3,000 independent agents, was growing quickly and found its phone‑only call center overwhelmed. All agent and policyholder inquiries flowed into the same queues, creating call traffic jams and slowing service at a time when faster, more discrete support for agents was essential to keep business moving.

Mendota implemented RingCentral Engage Digital chat (initially for agents) and RingCentral’s unified communications for calls, messaging, and video. In the first month after rollout the team resolved 589 chat inquiries and more than 1,400 in month two, boosting agent satisfaction and helping them write more business. The searchable chat transcripts also delivered valuable business intelligence for trend spotting and a knowledge base, while built‑in call recording and team messaging improved compliance and productivity.

Mendota Insurance Company

Brandon Parker

Vice President of Sales and Marketing