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

Farmers Insurance® finds the right path forward with Salesforce

Farmers Insurance, a nationwide insurer with more than 1,000 employees, faced a slow, paperwork-heavy claims process that hurt the customer experience — a problem brought into focus when CEO Jeff Dailey experienced a vehicle-damaging incident himself. The company needed a faster, more digital way for customers and agents to report losses and manage claims.

Using Salesforce Customer 360 — including Service Cloud, Marketing Cloud, Community Cloud, and the Salesforce Platform — Farmers launched the EFNOL loss-reporting system and a large Customer Self‑Service community accessible via mobile app or web (single sign‑on). Customers can upload photos, get an adjuster assigned, find repair shops, and arrange rentals quickly; first-notice-of-loss time fell from about 12 minutes to roughly 3 minutes (a ~75% reduction), freeing agents to focus on deeper customer relationships and scaled, multi-channel communication.

Farmers Insurance

Jeff Dailey

Chief Executive Officer