Case Study: Amica achieves higher customer satisfaction and faster, smarter service with Salesforce Financial Services Cloud

Amica is raising the standard for insurance customer service with CRM

Amica, a Rhode Island–based mutual insurer with about 3,800 employees and a long track record of J.D. Power top rankings for homeowner satisfaction, faced a modern challenge: high customer expectations but fragmented legacy systems that limited its ability to know customers and act on data. To boost first-call resolution, streamline operations, and drive growth, Amica launched the CARE (Customer Acquisition, Retention, and Engagement) initiative and chose Salesforce Financial Services Cloud to unify customer information and workflows.

CARE pairs Salesforce with Guidewire’s ServiceRepEngage and ProducerEngage to give agents and service reps a seamless, data-driven view of policyholders. The integrated solution has improved efficiency and actionable insights, driving anticipated gains in first-call resolution and customer satisfaction, higher sales conversion and cross-sell rates, lower acquisition costs, and a future roadmap that includes marketing integration and AI to recommend next-best actions.

Amica

Peter Moreau

Chief Information Officer