Case Study: Leading Personal Lines Insurer achieves 60% reduction in live calls, over $1M savings and top‑quartile customer service with Verint Systems

Leading Personal Lines Insurer - Customer Case Study

A leading U.S. personal-lines insurer serving about 12,000 agencies had grown through acquisitions, creating product and service complexity that outpaced its traditional, rep‑based way of hearing the customer. Service reliability slipped—call volumes rose, first‑call resolution fell, handle times lengthened—and the company fell into the bottom quartile for industry customer service.

The insurer deployed Verint Workforce Optimization (call recording, quality management, speech and desktop analytics, workforce and feedback management) to automate targeted evaluations, surface voice‑of‑the‑customer insights, and fix process issues. Improvements to the IVR increased call containment by ~216,000 calls (a 60% reduction in live agent calls) and saved more than $1M, first‑call resolution improved by ~3.5–4%, and targeted coaching plus cross‑department listening helped move the company from the bottom to the top customer‑service quartile in about three years.