Maintaining Customer Experience Excellence
Understanding your customers and anticipating their needs and helping them with what you think their next product or service might be is key strategically, not just to deliver that 360° view of the customer but also to give us the capability to personalize our delivery of our services as well as grow the business from a leading opportunity management perspective.
Peter Moreau, SVP, CIO
Amica
Amica Mutual Insurance Company is the oldest mutual insurer of autos in the US and a direct writer of Personal lines insurance. Founded in 1907, the company employs more than 3,000 people in 39 offices across the US.
Amica may be best known for providing exceptional customer service to policyholders, earning 46 J.D. Power awards for customer satisfaction. To maintain that reputation, the insurer decided to find a new policy administration, claims management, and billing management system that would have the flexibility to enable Amica to quickly respond to changes requested by the business as well as provide an intuitive system for its customer service representatives and underwriters.
Amica’s journey included phased implementations of Guidewire core systems, including claims, policy administration, and billing. The company now leverages Guidewire InsuranceSuite Cloud.
With the Guidewire-powered technology foundation in place, Amica remained focused on its retention rates and the capability to anticipate changing customer expectations and meet growing demands across various channels. To continue delivering award-winning service, it sought a unified customer relationship management (CRM) platform, choosing to work with Salesforce and Guidewire.
“Insurers aren’t just competing with one another anymore based on their product offerings—they’re competing on the quality of the customer experience,” said Rohit Mahna, SVP and GM of Financial Services at Salesforce.
Today, Amica’s representatives, who handle both sales- and service-related questions, have a single view for every customer interaction, eliminating the need to toggle between systems to piece together information. With the right data at their fingertips, they can deliver personalized experiences and assist new and existing policyholders quickly and seamlessly—whether the customer needs a quote, information about a current policy, or help paying a bill.
“We’ve won many awards, and our customers stay with us for a long time, but we’ve been doing it without CRM technology,” said Peter Moreau, SVP and CIO at Amica. “Today, when our customers contact us, they expect us to know them. Salesforce and Guidewire will enable that, accelerating our capability to use our data and take action on it—improving first-call resolution and overall customer satisfaction.”
