Case Study: Firefly Agency Network cuts call routing overhead by 90% with Sonant

Firefly Agency Network reduces call routing overhead by 90% with Sonant

Firefly Agency Network, an insurance brokerage network with over 200 independent branches, faced a significant operational challenge after their longtime receptionist retired. They needed a way to manage over 200 monthly customer calls that required manual routing to the correct agent across their nationwide network. To solve this, they partnered with vendor Sonant to implement an AI receptionist service.

Sonant's solution integrated directly with Firefly's EZLynx database, allowing the AI to naturally identify customers and route their calls intelligently. This implementation resulted in a 90% reduction in manual call routing overhead, handling over 2,000 calls with zero customer complaints. The solution provided by Sonant delivered a seamless customer experience and freed up the internal team to focus on more valuable work.

Firefly Agency Network