Problem
A large provider of nonstandard auto coverage, with thousands of independent agents across the country, provides coverage to last-chance drivers who generally would have problems getting insurance through another carrier. By specializing, this company was able to set a new standard in the auto insurance industry and it provided the prefect model for a direct call routing solution.
The company found a vendor that provided call routing solutions based on callers’ area code data. Due to the presence of multiple locations in the same area code, the vendor was unable to efficiently route calls to the correct locations. This inhibited the insurance company’s growth and provided a costly technological challenge. The vendor’s limited routing ability and the lack of thorough reporting caused executives to look elsewhere for a more robust system.
A marketing executive contacted 800 ADEPT® in hopes of locating a superior routing solution, that also provided detailed reporting and call tracking applications.
Solution
800 ADEPT® significantly increased the accuracy and efficiency of the client’s call volume by implementing SmartGEO® routing. This cutting edge technological application reads a caller’s ANI (10-digit telephone number) and precisely locates the caller’s geographic position based on latitude and longitude. 800 ADEPT® gathers data from the client which consists of predestinated zoning areas for each branch’s call volume.
This state of the art system is bundled with detailed reports and analysis that provides a wide array of important information for company end-users. A reporting feature was also added to the online interface which gives managers the ability to access the line time usage of each branch and has the ability to be updated monthly, weekly, daily or real-time.
Benefits
This new system insures the client’s customers are routed to the nearest and most appropriate location (not just a general area code look-up). 800 ADEPT® designates a personal account manager to ensure seamless telephony operations and to handle any issues that branches might encounter. The account manager also provides the client with up to date reporting on call-volume, branch efficiency and detailed demographic information. After viewing these reports, managers can analyze who’s calling, from where, how often and when, along with a variety of other essential information.
Testimonial
"800 ADEPT's routing system is by far the best and easiest program we have ever used. Their system offers us the flexibility and diverse offerings we have searched for over the last 9 years. 800 ADEPT's customer service matches my company's philosophy of providing the customer an unmatched experience. We look forward to working with them for many years to come!"
... Executive, Insurance Industry
