With Salesforce, Farmers Insurance empowers agents to maintain the personal customer relationships Farmers\u00ae is known for, while delivering simplicity, speed and efficiency in every customer interaction
SAN FRANCISCO\u2014May 2, 2017\u2014Salesforce (NYSE: CRM), the world\u2019s fastest-growing top-five enterprise software company and the #1 CRM provider globally, today announced that Farmers Insurance\u2014one of the largest multiline insurer groups in the United States\u2014is 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\u2019s customers isn\u2019t 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\u2014all while maintaining that \u201chuman touch.\u201d
Farmers\u2019 first initiative with Salesforce was to modernize its service experiences across all of its customer service channels. Using Salesforce, it created a community called \u201cMy Farmers,\u201d where customers can login\u2014from anywhere, at any time\u2014to 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\u2019 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.
\u201cOur commitment to constantly look for ways to improve the customer experience is at the root of our efforts in the area of technology innovation,\u201d said Ron Guerrier, chief information officer at Farmers Insurance. \u201cWith Salesforce, we\u2019re looking to empower our agents with the information and technology they need to help transform customer experiences at each and every interaction\u2014whether that\u2019s on the phone, online or in-person.\u201d
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\u2014such as existing policies or past claims\u2014customer service reps can deliver faster, smarter and more personalized service, on any channel and any device.
\u201cWe\u2019ve 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,\u201d said Keith Block, vice chairman, president and COO, Salesforce. \u201cWe\u2019re committed to helping Farmers transform its business and connect with its millions of customers in new, more personalized ways.\u201d
About Farmers Insurance
\u201cFarmers Insurance\u00ae\u201d and \u201cFarmers\u00ae\u201d 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\u00ae, 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).<\/p>","protected":false},"excerpt":{"rendered":"
With Salesforce, Farmers Insurance empowers agents to maintain the personal customer relationships Farmers\u00ae is known for, while delivering simplicity, speed and efficiency in every customer interaction SAN FRANCISCO\u2014May 2, 2017\u2014Salesforce (NYSE: CRM), the world\u2019s fastest-growing top-five enterprise software company and the #1 CRM provider globally, today announced that Farmers Insurance\u2014one of the largest multiline insurer […]<\/p>\n","protected":false},"author":0,"featured_media":0,"template":"","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[1755,1756],"sf_theme":[1916,1917,1912],"sf_topic":[1737,1752,1734,1757,1726,1763],"sf_product":[1782,1748],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-21533","sf_press_release","type-sf_press_release","status-publish","hentry","sf_content_type-press-releases","sf_content_type-press-releases-customer","sf_theme-artificial-intelligence","sf_theme-customer-engagement","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-awards-and-recognition","sf_topic-customer-engagement","sf_topic-customer-service-and-support","sf_topic-digital-transformation","sf_topic-innovation","sf_product-tableau-crm","sf_product-salesforce-platform","sf_location-amer"],"yoast_head":"\n