Case Study: ETA Insurance Group achieves paperless operations and 80% faster customer responses with Vertafore (QQCatalyst)

ETA Insurance Group chooses Vertafore's QQCatalyst to boost agency management capabilities, empowering employees and increasing productivity

ETA Insurance Group, founded by Joe Pilla in his Pennsylvania basement in 1999, has grown into a full-service agency serving Northeastern and Central PA. Facing competition from large direct writers and rising client expectations, ETA needed to modernize its customer experience and agency management while eliminating slow, paper-based workflows and improving communications.

ETA implemented Vertafore’s QQCatalyst (including Agency Intelligence, Smartflows and built-in texting) to go paperless, automate onboarding and marketing, and centralize documents. The agency cut simple inquiry response time from about 30 minutes to 5 minutes (an over 80% reduction), improved cross-department servicing, met clients’ preferred communication channels, and boosted employee productivity and customer satisfaction.

ETA Insurance Group

Joe Pilla

Founder & President