With Salesforce, Farmers Insurance empowers agents to maintain the personal customer relationships Farmers® is known for, while delivering simplicity, speed and efficiency in every customer interaction
SAN FRANCISCO—May 2, 2017—Salesforce (NYSE: CRM), the world’s fastest-growing top-five enterprise software company and the #1 CRM provider globally, today announced that Farmers Insurance—one of the largest multiline insurer groups in the United States—is expanding its use of the Salesforce Intelligent Customer Success Platform to improve engagement between its agents, employees and millions of customers across the country.
Embracing technology for the delivery of new products and services demanded by today’s customers isn’t new to Farmers. In fact, the organization purchased one of the first available mainframe computer systems in the 1950s. However, as its use of technology evolved over the years, it wound up with multiple, disparate systems across each line of business. Farmers desired a single, cloud-based platform that could enable its agents to deliver faster, more efficient and more responsive levels of service—all while maintaining that “human touch.”
Farmers’ first initiative with Salesforce was to modernize its service experiences across all of its customer service channels. Using Salesforce, it created a community called “My Farmers,” where customers can login—from anywhere, at any time—to easily manage their insurance policies, get quotes, pay bills and more. In addition, Farmers utilized Salesforce to develop a streamlined loss-reporting system called Enterprise First Notice of Loss (EFNOL), which enables customers, as well as an agent, to initiate a claim without having to call Farmers’ 1-800 number. Instead, customers or their agent can report a loss by uploading images online or right from their mobile devices. By streamlining this process and optimizing it for mobile, Farmers reduced the time it takes to report a first notice of loss from approximately 12 minutes to three minutes on average.
“Our commitment to constantly look for ways to improve the customer experience is at the root of our efforts in the area of technology innovation,” said Ron Guerrier, chief information officer at Farmers Insurance. “With Salesforce, we’re looking to empower our agents with the information and technology they need to help transform customer experiences at each and every interaction—whether that’s on the phone, online or in-person.”
Farmers is utilizing additional Salesforce products, expanding with Salesforce Service Cloud Einstein, Community Cloud Einstein, Marketing Cloud Einstein, Analytics Cloud Einstein and the Salesforce Platform. Farmers is gearing up to bring its call centers onto Salesforce to better equip its customer service reps with a single view of every customer interaction. With critical customer information at their fingertips—such as existing policies or past claims—customer service reps can deliver faster, smarter and more personalized service, on any channel and any device.
“We’ve had a tremendous journey with Farmers, from modernizing its customer self-service channels, to now being chosen as a dedicated solution for its customers, agents and employees,” said Keith Block, vice chairman, president and COO, Salesforce. “We’re committed to helping Farmers transform its business and connect with its millions of customers in new, more personalized ways.”
About Farmers Insurance
“Farmers Insurance®” and “Farmers®” are tradenames for a group of affiliated insurers providing insurance for automobiles, homes and small businesses and a wide range of other insurance and financial services and products. Farmers Insurance is proud to serve more than 10 million households with over 19 million individual policies, across all 50 states, through the efforts of more than 48,000 exclusive and independent agents and approximately 21,000 employees. Farmers Insurance Exchange®, the largest of the three primary insurance insurers that make up Farmers Insurance, is recognized as one of the largest U.S. companies on the 2016 Fortune 500 list. For more information about Farmers Insurance, visit Farmers.com, Twitter and Instagram, @WeAreFarmers, or Facebook.com/FarmersInsurance (http://facebook.com/FarmersInsurance).