Established in 1969, Vertafore has been leading the way for the insurance distribution channel for 50 years, providing exceptional service and powerful technology for its customers. With the largest customer base in the industry, the company has consistently held significant market share, revenues have been healthy and customer satisfaction scores have regularly come in at a solid 8.7 out of 10.
One of Vertafore’s key principles is “Customer Success is our Success,” and its goal is to apply that value to every facet of the company. In January 2018, Vertafore set out to improve its customer support function to take its customer experience to the next level. Findings from a customer survey helped form three objectives: reduce call times, raise customer satisfaction scores (CSATs) and expand omni-channel capabilities. With the NVM solution, the Vertafore team achieved all three, cementing its position as a market leader.
Call data available through the NVM solution revealed that customer hold times were an area for improvement for Vertafore. By assigning manpower where it was in demand, hold times improved fourfold, now hovering between just 35 and 40 seconds. NVM’s gamification capabilities also helped motivate customer service reps on the front line and focus attention squarely on customer satisfaction, thus increasing CSAT scores from 8.7 to 9.2 out of 10 in just seven months. Additionally, the company has expanded its omni-channel presence with the NVM solution and is now able to run multiple chat sessions and answer calls at the same time. This ability has streamlined the customer journey by engaging with customers in real-time, via the channel they prefer. In fact, Vertafore’s chat interactions have increased from 1,000 to 4,000 per quarter.
“We are an organization fully committed to running on the principle that ‘customer success is our success’,” Steve Cox, Vertafore’s VP of Customer Support says. “Vonage has proven to be the right partner for us in our pursuit of improving and enhancing customer experience, increasing efficiency and empowering our team as we create more opportunities to succeed. Equipped with the smartest technology and a thoughtful partner by our side, we are ready to thrill customers and drive our business forward.”
Chris Haggis, SVP of Customer Success for Vonage, adds, “We are delighted that Vertafore has seen such incredible results with our platform. Our cloud capabilities are enabling the company to drive digital transformation and create unified, consistent and integrated experiences irrespective of the channel chosen by the customer. In an era of empowered and ultra-connected consumers who expect a rich omni-channel experience, businesses that excel in engaging customers across channels can retain three times as much business as those without an omni-channel strategy. We look forward to continuing to support Vertafore as it continues its rapid expansion.”