Case Study: Farmers Insurance achieves 75% reduction in loss reporting time with Salesforce DMP

Farmers Insurance puts the latest technology into its agents’ and customers’ hands

Farmers Insurance, a large U.S. insurer, needed to modernize a slow, complex first‑notice‑of‑loss process and improve digital customer and agent experiences. Traditional claims required on‑site adjusters and lengthy phone calls, and Farmers wanted a faster, mobile‑friendly way for customers and agents to report losses and get repairs started.

Using the Salesforce Customer Success Platform (Service Cloud, Marketing Cloud, Community Cloud, Platform, Einstein Analytics), Farmers launched the Enterprise First Notice of Loss (EFNOL) via its mobile app and web, plus a large Customer Self‑Service community and single sign‑on access. The new solution cut loss‑reporting time by about 75% (from ~12 minutes to as little as 3), sped up claim assignment and repairs, supported millions of policyholders, and freed agents to focus on higher‑value customer relationships.

Farmers Insurance

Ron Guerrier

Chief Information Officer